cult of southwest

southwest airlines consistently scores well in customer satisfaction surveys.
i don't get it...
i dislike the lack of seat reservations, essentially forcing an early arrival to the airport, waiting around to get in line to get a seat that i should have gotten when i paid for the ticket.
i suppose this system helps southwest's marginally better on-time departure and/or arrival record [check the aug05 report], but the quick turnarounds also led to some less than clean cabins.
this is before addressing the lack of amenities like in flight entertainment, food and legroom