EXACTLY.

SK talks about the 4 pillars of 'United Next.'

Can someone please tell me why customer service is pillar #3 and not pillar #1?!

You can have a massive fleet...you can have 'operational excellence'....but if you don't have a loyal customer base in a customer-service industry, what do you really have?

NPS is NOT the way to measure customer satisfaction. While it can be an indicator, doing the right thing (i.e., getting hotels for pax when we are responsible for missed connections) are ACTIONS that speak louder than 'Good leads the way.'

This article in Forbes is a good read, relatively concise, and seems to hit the nail on the head in many respects:

United's Uninspiring 'Next' Plan