Tag Archives: J.D. Power & Associates

Customer Satisfaction Scores go up in a Big Way when Airline Employees Smile at Passengers

J.D. Power & Associates uses a 1,000 point scale to assess customer satisfaction in the airline industry. According to a recent article by Katia Hetter which was recently posted on cnn.com, “Passengers who are greeted by airline staff with a smile, even infrequently, report satisfaction scores that are 105 points higher than among those who never get a smile. Passengers who report airline staff smiling at them consistently report satisfaction scores that are 211 points higher than those who do not get any airline smiles.” As you can see, the smile is a very powerful business tool and has a major impact on a companies bottom line. It’s a tragedy that more companies don’t understand this.