Attention to detail matters when you're striving to become a customer loyalty leader. By taking a deep dive into passengers' feedback using Qualtrics, JetBlue was able to identify and remedy specific problems at certain airports across the nation that were negatively affecting passengers' experiences.
In Philadelphia, JetBlue was able to trace passenger dissatisfaction to the lack of airport shops and amenities open early in the morning. JetBlue responded by simply passing out water, juice, and coffee at the gate to boost customer morale.
In a separate airport, JetBlue found that the terminal speaker was broken and passengers couldn’t hear what the gate agent was saying. It was fixed that same day.
JetBlue also combined flight frequency and pricing studies to find that 82% of their passengers didn’t care about free bags, and instead prefer cheaper ticket prices. They’re now rolling out different rate structures and offering pricing options to passengers.
These changes went an enormous way toward elevating passenger satisfaction and increasing JetBlue’s NPS. In 2014, JetBlue attributed nearly $100M in increased revenue to delivering a better customer experience.