I forgot to mention that the author of the survey is Claes Fornell. Fornell is one of the world's leading experts on customer satisfaction measurement, stock portfolio returns on customer satisfaction, and the impact of aggregate customer satisfaction on economic growth. He is the Donald C. Cook Professor of Business Administration at the Ross School of Business at the University of Michigan, and Chairman and Founder of several companies, including the American Customer Satisfaction Index, CFI Group, ForeSee Results, and CSat Customer Satisfaction Fund. Fornell’s recent work has examined the impact of customer satisfaction on profitability, stock returns, GDP growth, consumer spending growth, the economy, and corporate management.

I don't know, he sounds well qualified to me.

 

Shoelu, I don't know who you are, or who you fly for, or if you're some pimple-faced kid in a basement somewhere, but, ....you seem to have a real hard-on for legacy carriers, and Delta in particular. See the post you made earlier this week about the non-story with the Saudi's not accepting Israeli's into their country (which, oh by the way, dates back to 1979), and castigating Delta for their anti-Semitic practices (which don't exist).

If you pine so hard to be in airline management, then get a frikking degree in airline management. If Delta somehow peed in your wheaties, oh well, move on.

You clearly have DOS (Delta Objection Syndrome).

You make a lot of claims about flying abroad....but I raise your experiences. You show me and I'll show mine, poser.

 

"Bags fly free" is such a lie... you are paying for it one way or another; they probably also think peanuts are free

If that is what makes people happy.. so be it.

I'm thinking Buck is correct on expense reports....

 

I don't have any idea what post you are referring to, I have never responded to anything about the non-story with the Saudi's not accepting Israeli's into their country, nor have I castigated Delta for a complete and total non issue. You are confusing me with someone else. Check my history if you like.

For the record, I fly for Southwest, it is my third airline and I have been in the business for more than twenty years, but I don't see how that has any relevance to the article I posted.

I posted an article about the first quarter satisfaction survey done by a reputable source. I was called out and asked who did this survey. I simply replied to that post, sourcing the article and the survey. As I referred to in the earlier post, it was in fact a survey done in 2011. I even included the specific quotes from Delta concerning the recent changes that they have made and the fact that those changes were not reflected in this survey.

If you disagree with the findings or the article than so be it, but please don't cry it was invalid or unrealistic because it was from a source you do not personally agree with. I did my best to explain who commissioned the survey and who administered it. I am in no way responsible for the results or their implications. If you can show me relevant data that refutes this source, then I will remove it. As it stands, it seems to be a valid survey from a valid source. Please take up further objections with Mr Fornell and his lengthy resume.

 

You're right and I'm suing SWA for making false claims. I had to pay $380 to fly my mother-in-law out from Tulsa.