Tag Archives: Alaska Airlines

Idea Gathering: 2013 Customer Experience Report

Not just hearing but translating innovations and insights is a huge part of the value of the Total Customer Experience Leaders. Our unique idea gathering wrap-ups between sessions facilitate alignment of customer strategy inspiration with business relevant actions and have been one of our most highly rated features in the past.

Here on the blog, we’ll be presenting weekly idea gathering wrap ups of some of our favorite customer experience strategy, design and alignment news and views.

This week we’ll be discussing a recent customer experience report published by the Temkin Group.

The Temkin Group is a customer experience research and consulting firm just outside of Boston. The firm provides insights for some of the largest brands and aids companies in transforming their customer journeys. Besides their consulting work they also release an annual report which rates industries and companies customer experience. The report uses feedback from 10,000 consumers to rank 246 companies across 19 different industries. The guidelines for evaluation were these three questions:
    

  1. Functional: How well do experiences meet customers’ needs?
  2. Accessible: How easy is it for customers to do what they want to do?
  3. Emotional: How do customers feel about the experiences?
The top five customer experience firms this year according the report were Publix, Trader Joes, Aldi, Chick-fil-A, Sam’s Club and Amazon (tied for 5). It’s interesting to note that not only did Grocery store chains take spots one, two, and three, but as a whole the grocery industry was rated the highest and scored well above the rest. There are definitely lessons to be learned in customer experience from grocery chains.

On the other end of the spectrum, according to the Temkin Group, the worst customer experience in America can be found at US Airways who were given a measly 46% in the report (compared to 84% at Publix). The Airline industry as a whole scored very poorly, not a big surprise considering a recent study ranked Airlines more hated by consumers then the IRS. Other low ranking industrie4s include TV/Internet Service providers and Health Plans.

Notable variance occurred in the Hotel industry where the leader, Mariott, scored a 75% while the worst hotel for customer experience, Days Inn, scored a paltry 48%. Significant variance was also reported in the Insurance industry where consumers ranked USAA an impressive 77% but scored 21st century at just 49%.

The report as a whole gives a great look at customer experience trends and how companies are universally putting a greater emphasis on their customer’s experiences. According to the Temkin Group the number of companies with at least a ‘good’ rating increased has increased 9% in the last year, and 21% in the last two years, and 57% of firms had at least a modest increase.
Where would your company be on this list?
 
Jeffrey Marino is a contributing writer concentrating his focus on Business Administration, Management Information Systems, and Tech Innovations. He blogs atFordham Nights and can be reached at JMarino@iirusa.com.

Customer service up in 2008 for airline industry

Tulsa World reports that all 17 airlines have improved their customer service ratings in 2008 from 2007, which was the worst-ever performance year for airlines. One reason for this is the reduced traffic and capacity cuts due to the deteriorating economy. However, this did lead to improved services such as better on time performance, baggage handling, denied boardings and fewer customer complaints. Hawaiian Airlines ranked #1 for customer service, and Southwest continued to have the fewest number of customer complaints.

Top 10 airlines in quality rankings:

2008 Airline ranks

  1. Hawaiian
  2. Air Tran
  3. JetBlue
  4. Northwest
  5. Alaska
  6. Southwest
  7. Frontier
  8. Continental
  9. American
  10. US Airways

Alaska Airlines focuses on customer service

Although Alaska Airlines is facing turmoil along with the rest of the airline industry, they’re determined to maintain their high level of customer service. They recognize that they need to maintain and grow their customer base to stay ahead in the future. Information Week has the story. That’s why they’ve come up with a new system to keep their customers informed as to their airline delays and a new innovative way to help customers reschedule their flights using Oracle’s Siebel Loyalty Management. Their first test was on December 20, when a bad weather along the west coast, an automated service emailed their frequent fliers who had flights canceled, and allowed customers to alter their travel plans online, instead of waiting in line to deal with a customer service representative. They’re looking to make the flying experience less stressful for their customers, and have developed this innovative service which will appeal to frequent fliers.

2008 North American Airlines Satisfaction Survey out today

As we all know, America’s satisfaction with airlines is on the decline. Read this article here at the Baltimore Sun for a better understanding of what is just the tip of the iceberg. The 2008 North American Airlines Satisfaction Survey, which can be found here at JD Power and Associates, was discussed in an article at CNN Money. The survey found that most passengers are dispirited by the poor customer services by airlines across the board. Satisfaction is at its lowest level in three years. The sentiment was fueled by poor treatement of passengers by flight staff, gate agents, and the crew. The survey was measured by rating: cost, crew, in flight services, aircraft, check in, the boarding and deplaning, the baggage claim process, reservations, and the check in process. JetBlue, Continental, and Alaska Airlines were the top rated carriers when it came to customer service. Alaska Airlines and Air Canada were the only to carriers to see an increase in their customer service ratings.