Overall, the airline sub-sector - under the transport and logistics banner - saw its score rise 1.4 points to 74.6, while the budget airlines sub-sector score fell three points to 62.7, showing that price alone cannot be a factor in satisfying customers. The CSISG is an annual benchmark of customer satisfaction released by the Institute of Service Excellence at SMU (ISES).
Link:
https://dl.dropbox.com/u/54342112/daily%20alerts%2020120911/BT_20120911_4.pdf, h...