Case Study: JetBlue achieves $100M in additional annual revenue and continuous NPS gains with Qualtrics

End-to-end Solution for World-class Customer Satisfaction

JetBlue, New York’s Hometown Airline and a major U.S. carrier, needed total control of its customer experience program to discover purchase drivers and close the loop on feedback across its large, multi‑city operation. The challenge was to combine relational (purchase/price) and transactional (experience/satisfaction) data to quickly pinpoint high‑impact issues and prioritize changes that would improve perception and loyalty.

JetBlue implemented Qualtrics’ end‑to‑end CX platform to centralize data, automate alerts and surface actionable insights—leading to targeted actions such as new pricing tiers, handing out refreshments at early‑morning gates, fixing a broken terminal speaker the same day, and coordinating with security staff in Lima. The program drove measurable gains: 12 consecutive J.D. Power awards, continuous Net Promoter Score growth, and roughly $100M in additional annual revenue.

JetBlue

Danny Cox

Customer Support & Insights