How could I summarize this for a paper?

According to a $2023$ study by J$.$D$.$ Power on consumer behavior, Southwest Airlines was once again ranked highest for the second year in a row for economy$/$basic economy segment. Their strategy : "put the customer FIRST $!"$ Whether through low$-$fares, special offers, or free bags, they work hard at innovation to improve customer experience. But what really matters to them is to keep eyes on the effectiveness of these initiatives. At this level there are many indicators that airlines manager use. But here are $7$ KPIs Southwest Airlines monitors very well to stay ahead of the competition. $1-$ Customer Satisfaction Score $($CSAT$)$ It is an basic Kpi, to measure how satisfied the customer's are with the airline's overall experience $($products$,$ services...$)$ Usually calculated by asking the customers to rate their satisfaction on a scale of $1$ to $5$ or $1$ to $10.$ Reported by Statista, Southwest Airlines received a CSAT score of $78$ in $2023,$ which is above the airline average of $76.2-$Net Promoter Score $($NPS$)$ This metric measures how likely the customers are to recommend the airline to others Usually calculated by asking customers to rate their likelihood of recommending the airline to others on a scale of $0$ to $10.$ In $2020,$ Southwest airlines scores an NPS of $66\%,$ the highest for customer satisfaction. $3-$Customer Effort Score $($CES$)$ It's evaluates how easy or difficult was for the customers to interact with the airline. The score is calculated by asking customers to rate their effort on a scale of $1$ to $7,$ where lower numbers indicate lower effort. The industry average is $4\mathrm{.}5$ VS $4\mathrm{.}2$ for Southwest Airlines $4-$Customer Churn Rate This is the measure of how many customers stop using the airline's services over a given period.We get it by dividing the numbers of customers who left by the average number of customers during the period. The industry rate is $10\mathrm{.}2\%$ Vs $8\mathrm{.}7\%$ for Southwest airlines. $5-$Customer Lifetime Value$($CLV$)$ It indicate how much revenue an airline can expect from a single customer over their entire relationship with the airline. The formula to get it is simple: $($average$\_$revenue$/$customer$)*$ average$\_$retention$\_$rate $*$ average$\_$lifespan The industry average is $$1,098$ Vs $$1,234$ for Southwest airlines. In addition to these $5$ indicators, there are $2$ others which are directly relate to the customer experience during the travel as : $6-$ Cleanliness of Cabin and lavatory Evaluated on the basis of ratings given by travelers. It can also be a key indicator of customer comfort and satisfaction $7-$ Reliability of Mobile App The coronavirus crisis has speeded up the digitalization of the customer experience. So a mobile application that provides an easy mobile experience without downtime or crashes is a good indicator of customer satisfaction.