Air Canada tops list for customer loyalty: survey

Air Canada has been named the leading airline in customer loyalty, according to Brand Keys’ 2015 Customer Loyalty Engagement Index.

For the 19th annual survey, which measures a brand's ability to meet customers' expectations better than the competition, the independent marketing research firm surveyed more than 36,000 U.S. and Canadian consumers, ages 18 to 65, and examined 540 brands in 64 categories to measure the degrees of loyalty that consumers exhibit toward their favourite brands.

In his assessment of Air Canada’s performance, Brand Keys president Robert Passikoff said that the airline’s “ability to better address customers' emotional values has resulted in increased levels of customer engagement and loyalty. Brands able to do that generally see the highest levels of loyalty and positive behavior over the next 12 to 18 months.”