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American customer satisfaction index for Southwest Airlines U.S. 1995-2020

 Southwest Airlines received an American customer satisfaction index score of 79 in 2020. Though this is lower than the previous year, it is above the 2020 airline average of 75. 

Southwest and customer satisfaction

   Southwest has the second-largest market share of the domestic airline market, coming in at 17.3 percent. Its closest competitors, American Airlines and Delta Air Lines, have market shares of 18.3 percent and 16.6 percent, respectively. Southwest Airlines is a low-cost carrier operating with a high emphasis on minimizing operating costs, often through abstaining from traditionally provided amenities. Of the airlines operating under this model, Southwest ranks highest in customer satisfaction as of March 2020. 

Southwest in international comparison

   Southwest is a leading airline worldwide; its brand value of almost six billion U.S. dollars means it is fifth in the ranking, between Emirates Airlines and Air China. The company stands as one of the top ten airlines generating the highest revenue, with 22.43 billion U.S. dollars in 2019. Compared to the revenue of other airlines in the " target="_blank" rel="noopener">global low-cost carrier market, Southwest had a significant lead in 2019. The second most profitable budget airline, Ryanair, had a revenue of 9.42 billion U.S. dollars at that time.   

American customer satisfaction index scores for Southwest Airlines in the United States from 1995 to 2020*

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Release date



United States

Survey time period

1995 to 2020

Supplementary notes

* The American Customer Satisfaction Index (ACSI) scores on a 0-100 scale at the national level with 100 being the highest and best possible score. The ACSI is an economic indicator based on modeling of customer evaluations of the quality of goods and services purchased in the United States and produced by both domestic and foreign firms with substantial U.S. market shares. Subjects of investigation are 10 economic sectors, 47 industries (including e-commerce and e-business), more than 225 companies, and over 200 federal or local government services.

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Statistics on "Southwest Airlines"

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