Your comment ignores the facts. The reality is that much has changed & improved at AS since 2012: Power for your devices at every seat, onboard wi-fi (that's being upgraded as we speak to an even faster system), entertainment system with scores of free movies and television shows you can watch on your device, the addition of Premium Class, additional beverage services by flight attendants, and the 20 minute baggage guarantee...just to name a few. And, with a much larger footprint today.
Might want to check your facts. AS's WiFi program was nearly complete in summer 2011, and their baggage guarantee program goes even further back. And you have a logical error. The addition of a better product at a higher price (premium class), should only mean an increased score if the experience outweighs the expectations (obviously not a guarantee). And some of these are minor elements of the entire experience anyway. For every power outlet installed, there's been a slimline seat or reduced pitch added to fight back. The facts - based on what the airlines, in this case AS, give us for the price - say that there shouldn't be a significant increase in satisfaction scores--unless customer expectations have declined. And that's the problem with surveys based on a subjective baseline.
I'd argue that the slimline seats with power are one of the things that has really pushed up my impression of AS and differentiated it from other airlines. The seat is the one spot where I spend lots of time interacting with the airline, and its one of the spots where I find AS sets itself apart. In AS's coach I get:
- A netted pocket that just for my stuff. No airline cards or magazines in that pocket.
- The airline cards (safety, food, and... I forget the third one.) are nicely redesigned to fit in an upper pocket where it is visible but not too annoying
- 110v and USB power IN FRONT OF YOU. One of the things I think most airlines screwed up was putting it behind your knees or even worse in between the seats. Its a spot that you can't get to very easily, and you have to be very communicative with your seat mate so they don't think you're trying to grope them.
- A place to clip my tablet right in front of my face, so that I can watch TV or movies.
Yes to do this AS doesn't provide a in-seat IFE, but I'm not a huge flier and I've found at least a few times when the IFE doesn't work. IMHO thats worse than having no IFE in the first place. Broken IFE is a service failure. By offloading that to people's personal devices or a digiplayer they make the experience better, because the potential for a broken-IFE service failure is significantly reduced.
I know many will poopah the seat design, but I find it to be thoughtful and very user friendly, moreso than any other domestic coach seat.