Tag Archives: Katia Hetter

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.

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.