JetBlue earned the top spot in J.D. Power and Associates Airline Satisfaction Study among low-cost carriers for the seventh year in a row. The airline also received an award for the best customer service across all carriers in 2005, before the study separated traditional and low-cost companies.
The company earned its position based on scores across seven measures - check-in, reservation, cost and fees, in-flight service, boarding/deplanning/baggage and flight crew.
"It's an historic day at JetBlue and one that would not be possible without the passion, dedication and commitment that each of our 14,000 crewmembers brings to their job every single day," said Dave Barger, president and CEO of JetBlue Airways.
"Our culture is defined by the respect, kindness and caring demeanor that we give to each other, which in turn earns us the loyalty of thousands of happy new customers each year," Barger added.
Employees are a critical aspect of a brand's success when it comes to earning customer satisfaction and loyalty. Highly-satisfied workers are a common thread found in some of the most successful corporations. An unsatisfied staff, on the other hand, is often a trait found in companies that don't offer a great customer experience.
When companies are developing strategies to boost satisfaction, they might want to start with their own staff. Establishing the brand's core values can help businesses cultivate an employee base that's both passionate and engaged, reports Retail Customer Experience. For JetBlue, this hinges on its ability to offer customers the most value for their money. Once a company defines its values, it should work to hire employees that share those values and will uphold them on a daily basis when interacting with customers.
If businesses want to gauge their current efforts or measure their success after they put new strategies into place, they can use a service like mystery shopping to get a transparent view into the experiences customers are having.