UX & NPS Benchmark Report for US Airlines (2019)


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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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