Case Study: JetBlue achieves world-class customer satisfaction with Qualtrics

JetBlue boosts customer satisfaction with Qualtrics and uncovers 82% passenger price preference

JetBlue sought greater control over its customer experience program to better understand passenger needs and act on feedback. The airline turned to the Qualtrics customer experience (CX) platform to gain an end-to-end solution for managing and analyzing customer insights.

Using Qualtrics, JetBlue integrated different data types to pinpoint specific impact areas. The platform enabled them to identify issues ranging from pricing preferences to airport-specific problems and to act quickly, such as adjusting fare structures or fixing a broken gate speaker. As a result of working with Qualtrics, JetBlue achieved significant outcomes including an increase in Net Promoter Score, 12 consecutive J.D. Power awards, and additional annual revenue.

JetBlue