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North American Airline Satisfaction Study
The current economic situation requires that the air travel industry continue to evolve and change. J.D. Power and Associates measures the impact of these changes on customer satisfaction to provide the critical insight necessary for the industry to effectively respond. The J.D. Power and Associates North America Airline Satisfaction StudySM measures customer satisfaction across all major airlines. The study includes rankings in two segments: North America Low-Cost Carriers and Traditional Network Carriers.
The rankings are determined by measuring customer satisfaction across six areas:
- Check-In Experience
- Boarding/Deplaning/Baggage Experience
- Aircraft Experience
- Flight Crew Experience
- In-Flight Services
- Cost and Fees
Findings of the North America Airline Satisfaction Study will provide subscribing airlines insight to:
Deliver an outstanding customer experience.
This study identifies the airlines that are delivering the highest levels of customer satisfaction. The data can be used to focus attention on the several aspects of the customer experience that airlines can control, which are critically important in minimizing the negative impact of unforeseen issues (e.g., delays, cancellations, etc.).
Identify and prioritize improvement opportunities.
This study identifies which aspects of the customer experience are most important and evaluates each airline’s performance across those key measures. Using this insight, airlines are able to modify their customer-facing procedures to ensure that they deliver on the areas that are most influential. Findings can be used to prioritize the focus for employee training and establishment of key performance metrics.
Understand how satisfaction relates to customer advocacy, customer commitment, and rebooking intent.
This study investigates and quantifies the benefits associated with delivering high levels of customer satisfaction, as well as opportunities lost due to customer service shortfalls.
Evaluate customer segmentation analysis.
This study identifies and evaluates air traveler segments, assists airlines in understanding their competitors’ customer segments, and investigates how the customer experience varies by segment.
To download the study brochure, click here
Proprietary Airline Research
J.D. Power and Associates provides airlines with custom research and customer satisfaction tracking on a proprietary basis. Clients gain access to weekly, monthly, or quarterly data to measure their performance over time and identify areas for improvement.
Proprietary services include:
- Customer satisfaction tracking
- Focus groups (in-person or online)
- Best-in-Class Analysis
- Initiative Impact Analysis
- Consulting and improvement services
- Quality audits/Mystery shops
To inquire about proprietary airline research services, click here.