Do Airlines Care About Customer Satisfaction? - National Customer Satisfaction Index Report from CFI Group

LONDON—The airline industry still suffers from poor customer service, but     a few airlines are improving passenger satisfaction in the UK, according     to CFI Group, the National Customer Satisfaction Index (NCSI-UK) and the     American Customer Satisfaction Index (ACSI). In 2011, UK airlines improved to an industry average of 68, while     the US score fell to 65. British Airways (BA) rose from 67 to 70, and     Flybe gained four points to 69. Smaller airlines also....