Last updated: 02:27 PM ET, Fri March 20 2015

JetBlue Tops Airline Survey of Best Customer Experience

Airlines & Airports | Rich Thomaselli | March 20, 2015

JetBlue Tops Airline Survey of Best Customer Experience

JetBlue has soared back to the top spot among airlines in an annual survey of the best customer experiences across nearly 300 U.S. companies.

According to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers, JetBlue took first among airlines with a rating of 75 percent, placing it 52nd overall out of 293 companies across 20 industries. Southwest Airlines came in second with a rating of 72 percent, placing it 89th overall. JetBlue shot up from the middle of the pack in 2014 to the top spot in 2015, improving by an astounding 15 percentage points over the past year.

“Congratulations to JetBlue for reasserting its customer experience leadership this year,” Bruce Temkin, managing partner of Temkin Group, said in a statement.

Now in its fifth year of publication, the 2015 Temkin Experience Ratings is a benchmark of customer experience across 20 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, supermarket chains, TV service providers, utilities, and wireless carriers.

To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.

In these ratings, a score of 70 percent or above is considered "good," and a score of 80 percent or above is considered "excellent." In this year's Temkin Experience Ratings, 37 percent of companies earned a "good" or "excellent" score, while 26 percent received a "poor" or "very poor" score.

Overall, the airline industry averaged a 63 percent rating in the 2015 rankings, tied for 12th place out of 20 industries. But it was also one of only five industries to improve its rating over the past year, increasing its average by 1.2 percentage-points.

On the list of carriers, Spirit Airlines, which made its debut on the ratings this year, was the lowest-scoring company in the industry. It received a rating of 47 percent, which put it in 281st place overall.

Here are the full airline ratings:

JetBlue Airlines 75 percent

Southwest Airlines 72 percent

Delta Airlines 69 percent

Alaska Airlines 69 percent

Virgin America 63 percent

American Airlines 57 percent

United Airlines 56 percent

US Airways 55 percent

AirTran Airways 52 percent

Spirit Airlines 47 percent


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