Southwest Airlines Customer Experience Monitoring
Southwest Airlines Customer Experience Monitoring, originally uploaded by austinhamilton.
I was in line at the Southwest Airlines ticketless check-in at Phoenix Sky Harbor Airport, and a Southwest employee handed me a Customer Experience Monitoring paper that appears to track how long it takes for a customer to get through the line.
She asked me to hand it to the Customer Service Agent at the front of the line when it was my turn. Looking at the sheet, pictured above, she wrote my position on line, the time that she gave me the paper, and the number of Customer Service Agents serving customers.
It took about 9 minutes for me to get through the line, which in my opinion isn’t too bad. I handed the paper to the Customer Service Agent, and hopefully the data that they gathered from me walking through the line will help them improve their already great customer service. It’s good to see that the airlines, or at least Southwest, still care about their customers.