Safe Landing

Article

Jeppsen, Bryan   (ASQ)  

Quality Progress    Vol. 43    No. 2
QICID: 30062    February 2010    pp. 18-23

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Article Abstract

Travelers choose airlines based on customer service rather than low fares, and JetBlue Airways believes customer feedback is the answer to improving its competitive advantage. The company receives a treasure trove of data from customer surveys, its website, and other sources. The sheer volume of information can be challenging, so to meet the challenge, JetBlue uses text analytics software to improve the quality of its customer feedback analysis and management. Analysts are able to provide a more complete view of customer sentiment to integrate into JetBlue’s other decision-making systems. Text analytics have been so successful that JetBlue plans to extend it to internal feedback from its own employees.

Keywords

Aviation industry, Customer satisfaction (CS), Customer service, Voice of the customer (VOC), Data collection; Data analysis, Feedback


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