47
NPS
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Ranked
#24
Global Top 100 Brands
Brand Page
Southwest Airlines
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Southwest Airlines is ranked #15 in Top Brands for MillennialsAwards & Recognition
Southwest Airlines is ranked #15 in Top Brands for Millennials
Awards & Recognition
About Southwest Airlines' Brand
Southwest Airlines (NYSE: LUV) continues to differentiate itself from other carriers with exemplary Customer Service delivered . Southwest Airlines’s brand is ranked #24 in the list of Global Top 100 Brands, a carefully curated list of recognized brands as rated by customers of Southwest Airlines. When compared to other organizations within the Travel and Hospitality industry, Southwest Airlines is ranked #3. Among its major competitors, Southwest Airlines is ranked in 2nd place for NPS while Air France-KLM is 1st, and Delta Air Lines is 3rd. Overall, Southwest Airlines has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $31.19B
Brand at a Glance
85%
Customer Loyalty
4.1/5
Product Quality
4/5
Pricing
4.1/5
Customer Service
Southwest Airlines CMO
Southwest Airlines Ranking
- #24 / 100 in Global Best Brands
- #15 in Top Brands for Millennials
- #3 in Travel and Hospitality
- #1 / 4 of its competitors
Southwest Airlines NPS
Southwest Airlines's Net Promoter Score (NPS) is a 47 with 66% Promoters, 15% Passives, and 19% Detractors. Net Promoter Score tracks whether Southwest Airlines's customers would recommend using the product based on a scale of -100 to 100.
Southwest Airlines Overall NPS
| 66% | Promoters |
|---|---|
| 15% | Passives |
| 19% | Detractors |
Southwest Airlines NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2025 48 | Feb 2025 | 48 |
Mar 2025 46 | Mar 2025 | 46 |
Apr 2025 48 | Apr 2025 | 48 |
May 2025 48 | May 2025 | 48 |
Jun 2025 48 | Jun 2025 | 48 |
Jul 2025 48 | Jul 2025 | 48 |
Aug 2025 48 | Aug 2025 | 48 |
Sep 2025 48 | Sep 2025 | 48 |
Oct 2025 48 | Oct 2025 | 48 |
Nov 2025 46 | Nov 2025 | 46 |
Dec 2025 48 | Dec 2025 | 48 |
Jan 2026 46 | Jan 2026 | 46 |
How Other Brands Compare
Southwest Airlines is ranked first for NPS among its competitors. Delta Air Lines and American Airlines come in second and third, with United Airlines coming in at #4. Among those competitors, it is the most valued company.
Southwest Airlines |  Delta Air Lines |  American Airlines |  United Airlines | |
| Global Ranking | #24 | #21 | #138 | #144 |
| NPS | 47 | 43 | 14 | 5 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $31.19B | $31.16B | $11.95B | $18.71B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Southwest Airlines NPS by Gender
Female customers rated Southwest Airlines's NPS 19 points higher than Male customers.
Male
38
Southwest Airlines's NPS was rated 38 by Male customers on Comparably.
59%
Promoters
20%
Passives
21%
Detractors
Female
57
Southwest Airlines's NPS was rated 57 by Female customers on Comparably.
71%
Promoters
15%
Passives
14%
Detractors
Southwest Airlines NPS by Ethnicity
Southwest Airlines's NPS was rated the highest by African American/Black customers, and the lowest by Asian or Pacific Islander customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 40 | Caucasian | 40 |
Hispanic or Latino 58 | Hispanic or Latino | 58 |
African American/Black 68 | African American/Black | 68 |
Asian or Pacific Islander 33 | Asian or Pacific Islander | 33 |
Native American 67 | Native American | 67 |
Other 39 | Other | 39 |
Southwest Airlines NPS by Age
Southwest Airlines's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
Southwest Airlines NPS by Usage
Southwest Airlines's NPS was rated the highest by customers who have used Southwest Airlines's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 43 | Less than 1 Year | 43 |
1 to 2 Years 47 | 1 to 2 Years | 47 |
2 to 5 Years 54 | 2 to 5 Years | 54 |
5 to 10 Years 56 | 5 to 10 Years | 56 |
Over 10 Years 50 | Over 10 Years | 50 |
Southwest Airlines NPS vs. Competitors
Compared to its competitors, Southwest Airlines's NPS is rated right above Delta Air Lines, and is preceded by Air France-KLM.
| COMPANY | NPS Score | |
|---|---|---|
 | Air France-KLM | 100 |
| Southwest Airlines | 47 |
| Delta Air Lines | 43 |
| American Airlines | 14 |
| United Airlines | 5 |
 | Spirit Airlines | -54 |
 | Frontier Airlines | -63 |
Southwest Airlines NPS vs Companies in Travel and Hospitality
In the Travel and Hospitality industry, Southwest Airlines's NPS is rated right above Delta Air Lines, and is preceded by In-N-Out Burger.
| COMPANY | NPS Score | |
|---|---|---|
 | In-N-Out Burger | 63 |
| Southwest Airlines | 47 |
| Delta Air Lines | 43 |
 | Ritz-Carlton | 38 |
 | Starbucks | 30 |
 | Airbnb | 24 |
 | Chipotle | 16 |
 | Dunkin' | 12 |
Southwest Airlines Customer Reviews
Out of the 141 Southwest Airlines customer reviews 129 were positive and 12 were constructive. Southwest Airlines customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Southwest Airlines Customer Loyalty
85%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
85% of Southwest Airlines users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Southwest Airlines Customer Loyalty Score by Gender
Female customers rated Southwest Airlines's Customer Loyalty score 8% higher than Male customers.
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Male
82%
Yes
Female
90%
Yes
Southwest Airlines Customer Loyalty Score by Ethnicity
Southwest Airlines's Customer Loyalty score was rated the highest by Other customers, and the lowest by Native American customers.
% who answered "Yes"
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88
out of 100
Caucasian
85
out of 100
Hispanic or Latino
88
out of 100
African American/Black
82
out of 100
Asian or Pacific Islander
70
out of 100
Native American
89
out of 100
Other
Southwest Airlines Customer Loyalty Score by Age
Southwest Airlines's Customer Loyalty score was rated the highest by customers ages 61-65, and the lowest by customers ages 26-30.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 85% | 18-25 | 85% |
26-30 77% | 26-30 | 77% |
31-35 85% | 31-35 | 85% |
36-40 84% | 36-40 | 84% |
41-45 86% | 41-45 | 86% |
46-50 85% | 46-50 | 85% |
51-55 91% | 51-55 | 91% |
56-60 88% | 56-60 | 88% |
61-65 94% | 61-65 | 94% |
66+ 90% | 66+ | 90% |
Southwest Airlines Customer Loyalty Score by Usage
Southwest Airlines's Customer Loyalty score was rated the highest by customers who have used Southwest Airlines's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Southwest Airlines Customer Loyalty Score by Industry
Southwest Airlines's Customer Loyalty score was rated the highest by Beverage, Wine and Spirits industry customers, and the lowest by Manufacturing and Machinery industry customers.
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Southwest Airlines Customer Loyalty vs. Competitors
Compared to its competitors, Southwest Airlines's Customer Loyalty score is rated right above Delta Air Lines, and is preceded by Air France-KLM.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Air France-KLM | 100% |
| Southwest Airlines | 85% |
| Delta Air Lines | 83% |
| United Airlines | 72% |
| American Airlines | 70% |
| Spirit Airlines | 49% |
| Frontier Airlines | 48% |
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Customer Loyalty for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Southwest Airlines's Customer Loyalty score is rated right above Delta Air Lines, and is preceded by In-N-Out Burger.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| In-N-Out Burger | 88% |
| Southwest Airlines | 85% |
| Delta Air Lines | 83% |
| Dunkin' | 80% |
| Ritz-Carlton | 80% |
| Starbucks | 78% |
| Chipotle | 76% |
| Airbnb | 76% |
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Southwest Airlines Product Quality
4.1/5
Southwest Airlines has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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Southwest Airlines Product Information
Southwest Airlines’s product quality score is a 4.1 out of 5 as rated by its users and customers. Reviewers from the Beverage, Wine and Spirits industry rated Southwest Airlines's product the highest. Reviewers from the Construction industry rated Southwest Airlines the lowest at 4.5.
- Website
- http://www.southwest.com/
- Company Size
- 10,000+ Employees
Industry
Travel
Quick Insights into Southwest Airlines Product Quality
Southwest Airlines's Product Quality score was rated highest by customers from the Beverage, Wine and Spirits industry, and rated lowest by customers from the Automotive and Transportation industry.
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Ranked Southwest Airlines Product Quality the Highest
Ranked Southwest Airlines Product Quality the Lowest
Southwest Airlines Product Quality Score by Gender
Female customers rated Southwest Airlines's Product Quality score 0.4 stars higher than Male customers.
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Male
3.8/5
Female
4.2/5
Southwest Airlines Product Quality Score by Ethnicity
Southwest Airlines's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
Hispanic or Latino 4 | Hispanic or Latino | 4 |
African American/Black 4.5 | African American/Black | 4.5 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Native American 4.3 | Native American | 4.3 |
Other 3.9 | Other | 3.9 |
Southwest Airlines Product Quality Score by Age
Southwest Airlines's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 3.9 | 26-30 | 3.9 |
31-35 4.3 | 31-35 | 4.3 |
36-40 4 | 36-40 | 4 |
41-45 4.1 | 41-45 | 4.1 |
46-50 4.1 | 46-50 | 4.1 |
51-55 3.9 | 51-55 | 3.9 |
56-60 4.3 | 56-60 | 4.3 |
61-65 3.7 | 61-65 | 3.7 |
66+ 3.8 | 66+ | 3.8 |
Southwest Airlines Product Quality Score by Usage
Southwest Airlines's Product Quality score was rated the highest by customers who have used Southwest Airlines's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Southwest Airlines Product Quality Score by Industry
Southwest Airlines's Product Quality score was rated the highest by Beverage, Wine and Spirits industry customers, and the lowest by Automotive and Transportation industry customers.
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Southwest Airlines Product Quality vs. Competitors
Compared to its competitors, Southwest Airlines's Product Quality score is rated right above Delta Air Lines.
| COMPANY | Product Quality Score | |
|---|---|---|
| Southwest Airlines | 4.1/5 |
| Delta Air Lines | 4.1/5 |
| Air France-KLM | 4/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.2/5 |
| Spirit Airlines | 1.7/5 |
| Frontier Airlines | 1.5/5 |
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Product Quality for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Southwest Airlines's Product Quality score is rated right above Starbucks, and is preceded by In-N-Out Burger.
| COMPANY | Product Quality Score | |
|---|---|---|
| In-N-Out Burger | 4.5/5 |
| Southwest Airlines | 4.1/5 |
| Starbucks | 4.1/5 |
| Delta Air Lines | 4.1/5 |
| Ritz-Carlton | 4/5 |
| Chipotle | 3.8/5 |
| Airbnb | 3.7/5 |
| Dunkin' | 3.6/5 |
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Southwest Airlines Pricing
Southwest Airlines ROI & Value For Money
4/5
Southwest Airlines has a value for money and ROI score of 4 out of 5 stars rated by its users and customers.
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Southwest Airlines Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Fashion and Beauty industry. The users from the Automotive and Transportation industry think that they had the lowest ROI from Southwest Airlines.
Quick Insights into Southwest Airlines ROI
Southwest Airlines's ROI score was rated highest by customers from the Fashion and Beauty industry, and rated lowest by customers from the Automotive and Transportation industry.
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Ranked Southwest Airlines ROI the Highest
Ranked Southwest Airlines ROI the Lowest
Southwest Airlines ROI Score by Gender
Female customers rated Southwest Airlines's ROI score 0.3 stars higher than Male customers.
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Male
3.8/5
Female
4.1/5
Southwest Airlines ROI Score by Ethnicity
Southwest Airlines's ROI score was rated the highest by Native American customers, and the lowest by Other customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
Hispanic or Latino 4 | Hispanic or Latino | 4 |
African American/Black 4.3 | African American/Black | 4.3 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Native American 4.5 | Native American | 4.5 |
Other 3.8 | Other | 3.8 |
Southwest Airlines ROI Score by Age
Southwest Airlines's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 4 | 26-30 | 4 |
31-35 4.4 | 31-35 | 4.4 |
36-40 4 | 36-40 | 4 |
41-45 3.9 | 41-45 | 3.9 |
46-50 4 | 46-50 | 4 |
51-55 3.9 | 51-55 | 3.9 |
56-60 4.2 | 56-60 | 4.2 |
61-65 3.6 | 61-65 | 3.6 |
66+ 3.8 | 66+ | 3.8 |
Southwest Airlines ROI Score by Usage
Southwest Airlines's ROI score was rated the highest by customers who have used Southwest Airlines's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Southwest Airlines ROI Score by Industry
Southwest Airlines's ROI score was rated the highest by Fashion and Beauty industry customers, and the lowest by Automotive and Transportation industry customers.
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Southwest Airlines Pricing vs. Competitors
Compared to its competitors, Southwest Airlines's ROI score is rated right above Air France-KLM.
| COMPANY | Pricing Score | |
|---|---|---|
| Southwest Airlines | 4/5 |
| Air France-KLM | 4/5 |
| Delta Air Lines | 3.9/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.1/5 |
| Spirit Airlines | 1.9/5 |
| Frontier Airlines | 1.7/5 |
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ROI for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Southwest Airlines's ROI score is rated right above Delta Air Lines, and is preceded by In-N-Out Burger.
| COMPANY | Pricing Score | |
|---|---|---|
| In-N-Out Burger | 4.4/5 |
| Southwest Airlines | 4/5 |
| Delta Air Lines | 3.9/5 |
| Ritz-Carlton | 3.8/5 |
| Starbucks | 3.6/5 |
| Airbnb | 3.5/5 |
| Chipotle | 3.5/5 |
| Dunkin' | 3.4/5 |
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Southwest Airlines Customer Satisfaction (CSAT)
Southwest Airlines Customer Satisfaction (CSAT) Score
81 / 100
Southwest Airlines has an overall Customer Satisfaction score of 81 rated by its users and customers.
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Very Satisfied
57%
Satisfied
24%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
4%
Very Dissatisfied
9%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Southwest Airlines Customer Satisfaction
Southwest Airlines's Customer Satisfaction score was rated highest by customers from the Beverage, Wine and Spirits industry, and rated lowest by customers from the Automotive and Transportation industry.
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Ranked Southwest Airlines Customer Satisfaction the Highest
Ranked Southwest Airlines Customer Satisfaction the Lowest
Southwest Airlines Customer Satisfaction Score by Gender
Female customers rated Southwest Airlines's Customer Satisfaction score 7 points higher than Male customers.
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76 / 100
MaleVery Satisfied | 46% | |
|---|---|---|
Satisfied | 30% | |
Neither Satisfied nor Dissatisfied | 5% | |
Dissatisfied | 6% | |
Very Dissatisfied | 13% |
83 / 100
FemaleVery Satisfied | 63% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 2% | |
Very Dissatisfied | 9% |
Southwest Airlines Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Southwest Airlines' Customer Satisfaction (CSAT) score was rated 78% according to Caucasian users and customers.
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78 / 100
Very Satisfied
58%
Satisfied
20%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
4%
Very Dissatisfied
13%
CSAT according to Hispanic or Latino
Southwest Airlines' Customer Satisfaction (CSAT) score was rated 78% according to Hispanic or Latino users and customers.
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78 / 100
Very Satisfied
50%
Satisfied
28%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
8%
Very Dissatisfied
14%
CSAT according to African American/Black
Southwest Airlines' Customer Satisfaction (CSAT) score was rated 93% according to African American/Black users and customers.
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93 / 100
Very Satisfied
60%
Satisfied
33%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
1%
Very Dissatisfied
1%
CSAT according to Asian or Pacific Islander
Southwest Airlines' Customer Satisfaction (CSAT) score was rated 82% according to Asian or Pacific Islander users and customers.
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82 / 100
Very Satisfied
54%
Satisfied
28%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
0%
Very Dissatisfied
5%
CSAT according to Native American
Southwest Airlines' Customer Satisfaction (CSAT) score was rated 100% according to Native American users and customers.
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100 / 100
Very Satisfied
33%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Southwest Airlines' Customer Satisfaction (CSAT) score was rated 71% according to Other users and customers.
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71 / 100
Very Satisfied
50%
Satisfied
21%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
3%
Very Dissatisfied
18%
Southwest Airlines Customer Satisfaction Score by Age
Southwest Airlines's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 92% | |||||||||||||||
| 26-30 | 75% | |||||||||||||||
| 31-35 | 86% | |||||||||||||||
| 36-40 | 75% | |||||||||||||||
| 41-45 | 82% | |||||||||||||||
| 46-50 | 80% | |||||||||||||||
| 51-55 | 79% | |||||||||||||||
| 56-60 | 84% | |||||||||||||||
| 61-65 | 71% | |||||||||||||||
| 66+ | 76% |
Southwest Airlines Customer Satisfaction Score by Usage
Southwest Airlines's Customer Satisfaction score was rated the highest by customers who have used Southwest Airlines's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Southwest Airlines Customer Satisfaction Score by Industry
Southwest Airlines's Customer Satisfaction score was rated the highest by Beverage, Wine and Spirits industry customers, and the lowest by Automotive and Transportation industry customers.
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{
"title": "Southwest Airlines Customer Satisfaction Score by Industry",
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"bars": [
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"label": "Tech",
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"scoreClassName": "",
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"scoreClassName": "",
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"groupId": 501,
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"scoreClassName": "",
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"groupId": 502,
"score": 100,
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"scoreClassName": "max",
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"groupId": 504,
"score": 90,
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"csatScore": 90,
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"scoreClassName": "",
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},
{
"label": "Construction",
"groupId": 510,
"score": 90,
"stars": 0,
"csatScore": 90,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Construction customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 90
},
{
"label": "Consumer Services",
"groupId": 514,
"score": 72,
"stars": 0,
"csatScore": 72,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 72
},
{
"label": "Education",
"groupId": 515,
"score": 91,
"stars": 0,
"csatScore": 91,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 91
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 86,
"stars": 0,
"csatScore": 86,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Government and Public Policy customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 86
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 86,
"stars": 0,
"csatScore": 86,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 86
},
{
"label": "Hospitality",
"groupId": 523,
"score": 90,
"stars": 0,
"csatScore": 90,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Hospitality customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 90
},
{
"label": "Insurance",
"groupId": 526,
"score": 80,
"stars": 0,
"csatScore": 80,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Insurance customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 80
},
{
"label": "Legal",
"groupId": 529,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Legal customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Travel and Hospitality",
"groupId": 530,
"score": 60,
"stars": 0,
"csatScore": 60,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Travel and Hospitality customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 60
},
{
"label": "Manufacturing and Machinery",
"groupId": 533,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Manufacturing and Machinery customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Marketing, Advertising and Research",
"groupId": 535,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Marketing, Advertising and Research customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Non-Profit",
"groupId": 540,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Non-Profit customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Professional Services",
"groupId": 549,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Professional Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Real Estate",
"groupId": 554,
"score": 56,
"stars": 0,
"csatScore": 56,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Real Estate customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 56
},
{
"label": "Restaurants",
"groupId": 558,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Restaurants customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Retail",
"groupId": 559,
"score": 87,
"stars": 0,
"csatScore": 87,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Retail customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 87
},
{
"label": "Security and Investigations",
"groupId": 560,
"score": 75,
"stars": 0,
"csatScore": 75,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Security and Investigations customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 75
},
{
"label": "Telecommunications",
"groupId": 564,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Telecommunications customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Transportation",
"groupId": 567,
"score": 72,
"stars": 0,
"csatScore": 72,
"text": "Southwest Airlines's Customer Satisfaction score is rated by Transportation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 72
}
]
}Southwest Airlines Customer Satisfaction vs. Competitors
Compared to its competitors, Southwest Airlines's Customer Satisfaction score is rated right above Delta Air Lines, and is preceded by Air France-KLM.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Air France-KLM | 100% |
| Southwest Airlines | 81% |
| Delta Air Lines | 79% |
| American Airlines | 65% |
| United Airlines | 59% |
| Spirit Airlines | 22% |
| Frontier Airlines | 20% |
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Customer Satisfaction for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Southwest Airlines's Customer Satisfaction score is rated right above Delta Air Lines, and is preceded by Starbucks.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| In-N-Out Burger | 87% |
| Starbucks | 84% |
| Southwest Airlines | 81% |
| Delta Air Lines | 79% |
| Ritz-Carlton | 78% |
| Airbnb | 72% |
| Dunkin' | 65% |
| Chipotle | 62% |
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Southwest Airlines Customer Service
4.1/5
Southwest Airlines has an overall Customer Service score of 4.1 out of 5 stars rated by its users and customers.
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About Southwest Airlines's Customer Service
Address
Dallas, TX 75235
Website
http://www.southwest.com/
Phone Number
(800) 435-9792
Quick Insights into Southwest Airlines Customer Service
Southwest Airlines's Customer Service score was rated highest by customers from the Beverage, Wine and Spirits industry, and rated lowest by customers from the Consulting industry.
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Ranked Southwest Airlines Customer Service the Highest
Ranked Southwest Airlines Customer Service the Lowest
Southwest Airlines Customer Service Score by Gender
Female customers rated Southwest Airlines's Customer Service score 0.5 stars higher than Male customers.
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Male
3.8/5
Female
4.3/5
Southwest Airlines Customer Service Score by Ethnicity
Southwest Airlines's Customer Service score was rated the highest by Native American customers, and the lowest by Other customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
Hispanic or Latino 4.2 | Hispanic or Latino | 4.2 |
African American/Black 4.5 | African American/Black | 4.5 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Native American 4.6 | Native American | 4.6 |
Other 3.8 | Other | 3.8 |
Southwest Airlines Customer Service Score by Age
Southwest Airlines's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 61-65.
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0
20
40
60
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
26-30 4.2 | 26-30 | 4.2 |
31-35 4.4 | 31-35 | 4.4 |
36-40 4.1 | 36-40 | 4.1 |
41-45 4.1 | 41-45 | 4.1 |
46-50 4 | 46-50 | 4 |
51-55 3.9 | 51-55 | 3.9 |
56-60 4.3 | 56-60 | 4.3 |
61-65 3.6 | 61-65 | 3.6 |
66+ 3.9 | 66+ | 3.9 |
Southwest Airlines Customer Service Score by Usage
Southwest Airlines's Customer Service score was rated the highest by customers who have used Southwest Airlines's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Southwest Airlines Customer Service Score by Industry
Southwest Airlines's Customer Service score was rated the highest by Beverage, Wine and Spirits industry customers, and the lowest by Consulting industry customers.
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Southwest Airlines Customer Service vs. Competitors
Compared to its competitors, Southwest Airlines's Customer Service score is rated right above Delta Air Lines.
| COMPANY | Customer Service Score | |
|---|---|---|
| Southwest Airlines | 4.1/5 |
| Delta Air Lines | 4/5 |
| Air France-KLM | 4/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.1/5 |
| Spirit Airlines | 1.7/5 |
| Frontier Airlines | 1.5/5 |
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Customer Service for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Southwest Airlines's Customer Service score is rated right above Starbucks, and is preceded by In-N-Out Burger.
| COMPANY | Customer Service Score | |
|---|---|---|
| In-N-Out Burger | 4.5/5 |
| Southwest Airlines | 4.1/5 |
| Starbucks | 4.1/5 |
| Delta Air Lines | 4/5 |
| Ritz-Carlton | 4/5 |
| Chipotle | 3.6/5 |
| Airbnb | 3.5/5 |
| Dunkin' | 3.4/5 |
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Southwest Airlines as an Employer
4.5/5
Southwest Airlines has a 4.5/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Southwest Airlines scored a 47 for Net Promoter Score and a 44 for Employee Net Promoter Score. NPS gauges how likely a customer of Southwest Airlines would recommend the brand to a friend. ENPS measures how likely Southwest Airlines employees would recommend working at Southwest Airlines to a friend.
Net Promoter Score
47
NPS Score
| 66% | Promoters |
|---|---|
| 15% | Passive |
| 19% | Detractors |
Employee Net Promoter Score
44
eNPS Score
| 66% | Promoters |
|---|---|
| 12% | Passive |
| 22% | Detractors |
Global Ranking Snapshot
Southwest Airlines is ranked #24 in the Global Top 100 Brands. It ranks just behind Instagram and just ahead of American Eagle Outfitters.
| RANK | COMPANY | CEO | INDUSTRY | ||
|---|---|---|---|---|---|
22 |  | Microsoft |  | Satya Nadella | Tech |
23 |  |  | Adam Mosseri | Media and Entertainment | |
24 | | Southwest Airlines | | Robert E. Jordan | Travel and Hospitality |
25 |  | American Eagle Outfitters |  | Jay Schottenstein | Retail |
26 |  | Glossier |  | Emily Weiss | Fashion and Beauty |
27 |  | Rockstar Games |  | Strauss Zelnick | Media and Entertainment |
28 |  | CHANEL |  | Alain Wertheimer | Fashion and Beauty |
Travel and Hospitality Ranking Snapshot
Southwest Airlines is ranked #3 in the Travel and Hospitality Industry. It ranks just behind Delta Air Lines and just ahead of Starbucks.
| RANK | COMPANY | Location | |
|---|---|---|---|
1 | | In-N-Out Burger | Irvine, CA |
2 | | Delta Air Lines | Atlanta, GA |
3 | | Southwest Airlines | Dallas, TX |
4 | | Starbucks | Seattle, WA |
5 | | Dunkin' | Canton, MA |
6 | | Chipotle | Newport Beach, CA |
7 | | Ritz-Carlton | Chase, MD |
