In 2024, most U.S. citizens who attended the Customer Satisfaction survey were satisfied with the quality of the mobile app of airline companies. This benchmark had an ACSI® score of 84 in 2024, the same as the previous year. The largest improvement in satisfaction recorded in the baggage handling section, recording a three point increase between 2023 and 2024.
American airline companies satisfaction index in 2023 and 2024, by customer experience benchmarks
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, about 40 industries (including e-commerce and e-business), approximately 400 companies, and including several federal or local government services.
The study based on interviews with 16,352 customers who chosen randomly and contacted via e-mail between April 2023 and April 2024.
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ACSI®. (April 23, 2024). American airline companies satisfaction index in 2023 and 2024, by customer experience benchmarks [Graph]. In Statista. Retrieved November 22, 2024, from https://www.statista.com/statistics/1393399/customer-satisfaction-index-american-airlines-by-customer-experience/
ACSI®. "American airline companies satisfaction index in 2023 and 2024, by customer experience benchmarks." Chart. April 23, 2024. Statista. Accessed November 22, 2024. https://www.statista.com/statistics/1393399/customer-satisfaction-index-american-airlines-by-customer-experience/
ACSI®. (2024). American airline companies satisfaction index in 2023 and 2024, by customer experience benchmarks. Statista. Statista Inc.. Accessed: November 22, 2024. https://www.statista.com/statistics/1393399/customer-satisfaction-index-american-airlines-by-customer-experience/
ACSI®. "American Airline Companies Satisfaction Index in 2023 and 2024, by Customer Experience Benchmarks." Statista, Statista Inc., 23 Apr 2024, https://www.statista.com/statistics/1393399/customer-satisfaction-index-american-airlines-by-customer-experience/
ACSI®, American airline companies satisfaction index in 2023 and 2024, by customer experience benchmarks Statista, https://www.statista.com/statistics/1393399/customer-satisfaction-index-american-airlines-by-customer-experience/ (last visited November 22, 2024)
American airline companies satisfaction index in 2023 and 2024, by customer experience benchmarks [Graph], ACSI®, April 23, 2024. [Online]. Available: https://www.statista.com/statistics/1393399/customer-satisfaction-index-american-airlines-by-customer-experience/
