Performance metrics utilized by Southwest Airlines includes:

a$.$ Number of grievances per $1,000$ passengers;

b$.$ identifying the one nasty passenger or family in every SW flight;

c$.$ customer complaints per $100,000$ passengers and lost baggage per $1000$ passengers;

d$.$ numbering, sorting, rating and ranking pilot rants, rages and complaints per $100$ flights;

e$.$ identifying the most vile and confrontational passenger per every $100$ flights and providing sarcastic SW "passenger of recognition" award;