Tag Archives: Jessica Mcgregor

A High Level of Employee Engagement Results in High Customer Satisfaction Scores in the Airline Industry

According to an article by Katia Hetter, posted on CNN.com, JetBlue Airways ranked first for satisfaction among all North American airlines for the ninth consecutive year. “JetBlue also earned the top score among low-cost carriers for the eighth year in a row. Southwest Airlines was a close second among discount carriers with 770 points to JetBlue’s 787. Airlines are ranked on a 1,000-point scale.” The article went on to say, “Of course it helps to have happy (engaged) employees.” Jessica McGregor who is the senior manager of J.D. Power’s global travel and hospitality practice, was quoted in the article as saying, “One of things we see is that when you see companies that have high internal employee satisfaction (employee engagement), they have high customer satisfaction as well.”
Note: The parenthetical comments in the above post are mine.