Must-know: Why JetBlue ranks first in consumer satisfaction



JetBlue’s scores in customer satisfaction survey

Satisfying customer needs, along with driving margins, is important for the success of any business. Satisfied customers lead to increased revenue by either remaining loyal or adding to the customer base through word-of-mouth advertising. JetBlue Airways (JBLU), with the highest score in customer satisfaction, seems to be serving customer needs better than its competitors.

JD power customer satisfaction survey

According to the J.D. Power 2014 North America Airline Satisfaction Study, JetBlue ranks first among low-cost carriers, with a score of 789. It has maintained the leading position for the ninth consecutive year, performing well in the in-flight services and aircraft factors. The J.D. Power survey measures passenger satisfaction based on performance in seven factors:

  1. cost and fees
  2. in-flight services
  3. boarding, deplaning, baggage
  4. flight crew
  5. aircraft
  6. check-in
  7. reservation

Based on the survey, JetBlue’s overall passenger satisfaction increased by 17%, from 712 on a 1000-point scale, since 2013. Despite the rise in cost of travel, this increase could be because of easier check-in processes and additional in-flight services like Wi-Fi facilities provided to customers.

It’s interesting to note that low-cost carriers have higher scores than traditional carriers. While satisfaction with low-cost carriers averaged 763, an increase of eight points since 2013, traditional carriers averaged 683, an increase of 20 points since 2013. Alaska Airlines ranks first among the traditional carrier segment, with a score of 737. It’s followed by Delta Air Lines (DAL), American Airlines Group (AAL), and Air Canada. United Continental Holdings (UAL) and U.S. Airways fall below the average score of traditional carriers. JetBlue’s and Southwest Airlines’ (LUV) scores are higher than the highest score in the traditional carrier segment. Interestingly, the scores of all low-cost carriers, except Frontier Airlines, are higher than the average score for traditional carriers.

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