Southwest Airlines (SWA), a US airline, began business aspiring to be the No. 1 low-fare airline, the No. 1 airline for Customer Service, and the safest airline. The CEO managed for permanence in SWA’s essential qualities: low fares, Customer Service, simplicity, and FUN. Year after year CWA led larger airlines in on-time arrival and baggage…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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