It can be instructive for companies looking to improve their own consumer satisfaction ratings to look at the way customer service solutions are handled in different industries. Some sectors of business are notorious for specific kinds of service, and yet these can always change depending on the way companies within the industry evolve. Recently, Purdue and Wichita State University released their annual Airline Quality Rating, displaying the performance levels of different brands as culled from information gathered throughout last year. There are interesting trends to be observed in this report traced down to specific areas that affect passengers perennially.
Some of the different types of service examined in this report include common areas of complaint, such as luggage mishandling, denied boarding and punctuality of planes. At the top of the 14 companies rated was Virgin America, included in the report for the first time, with a punctuality rate higher than the standard observed within the industry. AirTran and JetBlue also placed high, despite some slight dips in areas of performance.
In the study, the researchers noted that even though commercial air travel in the United States as a whole decreased in terms of performance, some of the numbers seem encouraging elsewhere.
"As an industry, performance in 2012 was only slightly worse than the 2011 performance," the study said. "Of the 12 carriers rated in both 2011 and 2012, seven carriers improved in Airline Quality Rating scores."
While not every company will have to deal with animals or late arrivals, any business can apply the principles of strong service by paying attention to important studies. It may seem surprising how many issues could be resolved by good online customer services or a meaningful live answering service that knows how to answer user queries and where to direct irate patrons with common problems.