JETBLUE - Qualtrics

J E T B L U E Q U A LT R I C SSince its inception, JetBlue has demonstrated an extraordinarycommitment to exceeding its passengers’ expectations for value andcomfort. From discovering purchase drivers to closing the loop onfeedback, JetBlue wanted total control of its customer experienceprogram. So JetBlue turned to Qualtrics.SUCCESS STORY

“We are committed to turningcustomer feedback into realinsights for the company andreal benefits for the customer—we couldn’t do that without aninnovative, end-to-end solutionlike Qualtrics.“DANNY COX, JETBLUE

IMPLEMENTINGAN END-TO-ENDCX SOLUTIONWhy did JetBlue choose Qualtrics tohelp manage its customer experience?It was the best customer experienceplatform that offered total control overall phases of customer experienceprogram management.With the ability to combine relationaldata (brand purchase drivers) withtransactional data (experience andsatisfaction) into a centralized hub,JetBlue gained the ability to easilypinpoint their biggest impact areas andmake immediate, impactful changes.

EVALUATING PURCHASEDRIVERS, CLOSINGTHE LOOP ON FEEDBACKBy combining flight frequency and pricing studies, JetBlue foundthat 82% of their passengers didn’t care about free bags and insteadpreferred cheaper ticket prices. JetBlue responded by rolling outdifferent rate structures and pricing options for passengers, whichwere well received.By taking a deep dive into passengers' feedback in Philadelphia,JetBlue was able to trace dissatisfaction to the lack of airport shopsand amenities open early in the morning. JetBlue responded quicklyby simply passing out water, juice, and coffee at the gate to boostcustomer morale.In a separate airport, JetBlue noticed negative comments and a lowerNPS at gate A18. They dug in and found the terminal speaker was brokenand passengers couldn’t hear what the gate agent was saying. WithQualtrics, JetBlue sent an automated alert to the airport maintenancecrew and it was fixed the same day. Scores went back up.In Lima, TSA requires that customers be interviewed prior to arrivingat the ticket counter. The interviews are not completed by JetBlue,but when JetBlue analyzed feedback they found that the interviewswere contributing to some passengers’ negative perceptions aboutthe airline. JetBlue’s staff sat down with the security teamsconducting the interviews and shared hospitality tips that helpedcreate a better experience for customers.JetBlue uses Qualtrics to measure and manage the entire customerexperience. At times, the individual changes required to deliver anexceptional experience are small. The cumulative results aren’t.

RESULTS12JD Powerawardsin a rowContinuousNet Promoter Scoreincrease 100MAdditionalannualrevenuePUT QUALTRICS TO WORK FOR YOU QUALTRICS.COM 800 340 9194

ABOUT JETBLUEJetBlue is New York's Hometown Airline , and aINDUSTRYTravel & Hospitalityleading carrier in major cities across the U.S.JetBlue recently received its twelfth consecutiveREGIONNorth AmericaJ.D. Power award for ranking “Highest inC O M PA N Y S I Z ECustomer Satisfaction among Low Cost CarriersLargein North America.” With 19,000 crew membersBUSINESS TYPEworking together, JetBlue carries more than 35B2Cmillion customers a year to 96 cities in the U.S.,Caribbean, and Latin America with an average of925 daily flights.JETBLUE.COMJETBLUE HASA BIRDS-EYE VIEWOF THE CUSTOMERJOURNEYQUALTRICS.COM 800 340 9194

JetBlue is New York's Hometown Airline , and a leading carrier in major cities across the U.S. JetBlue recently received its twelfth consecutive J.D. Power award for ranking "Highest in Customer Satisfaction among Low Cost Carriers in North America." With 19,000 crew members working together, JetBlue carries more than 35