Unformatted text preview: Customer Perspective Critical Success Factor: Customer Growth Rate Measure: Percentage Change of Enplaned Passengers Between First Quarter in 2008 and First Quarter in 2007 7.9 %( actual number taken off from Southwest Airline website) Related Fact: 24,708,612 enplaned customer in first quarter of 2008 and 22,903,073 customers in first quarter of 2008 Explanation: An increase in percentage of enplaned passengers is implying that Southwest has gained more customers due to their improved services or attractive ticket prices. Heading toward a high customer growth rate will make sure Southwest keep upgrading its services to its customers. This increased number of customers, in turn, also expands the company....
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- Spring '07
- Managerial Accounting, 1917, Dallas