UX & NPS Benchmark Report for US Airlines (2019)
UX & NPS Benchmark Report for US Airlines (2019)
UX & NPS Benchmark Report for US Airlines (2019)
Price range: $1,999.00 through $3,999.00
Product Description
An analysis of 707 participants on of seven US airlines websites: Alaska, American Airlines, Delta, Frontier, JetBlue, Southwest, and United. This report contains UX benchmarks (SUPR-Q and SUS Equivalents), Net Promoter Scores, Areas of Improvement, Key Driver Analysis, Key Findings, a PURE Analysis and comparison to 2014 data. The data was collected from December 2018 to January 2019.
Table of Contents
- Executive Summary
- Study Design Details
- SUPR-Q & NPS Summary
- Retrospective Study Key Findings: SUPR-Q & NPS, Estimated SUS Scores
- Visit Frequency, Platform Usage
- Top Tasks on Airline Websites
- Airline Experience Ratings
- Areas for Improvement, Summarized Verbatim Comments
- Key Drivers for UX Quality
- Usability Study Key Findings: SUPR-Q & NPS, Estimated SUS Scores
- Task Success, Ease, and Confidence
- Usability Issues by Airline
- PURE Analysis
- Historical Comparison: 2014 to 2019
- Appendix: Demographics
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