Case Study: JetBlue achieves industry-leading customer satisfaction and actionable Voice of the Customer insights with Qualtrics Research Suite

JetBlue - Customer Case Study

JetBlue, a major U.S. carrier serving over 30 million passengers annually to more than 80 cities, needed a reliable way to convert massive amounts of traveler feedback into meaningful improvements. The airline’s challenge was to understand customer satisfaction across many touchpoints and serve diverse internal stakeholders—from executives to front‑line staff at 80+ airports—so feedback could drive real benefits for both customers and employees.

JetBlue implemented the Qualtrics Research Suite to capture and analyze voice‑of‑the‑customer data, surface issues affecting the traveler experience, distribute insights across channels and organizational levels, and link employee goals to the customer journey. The platform empowered the Customer Insight team, contributed to JetBlue’s tenth consecutive J.D. Power award for customer satisfaction, helped maintain industry‑leading Net Promoter Scores, and produced actionable process improvements and training initiatives.

JetBlue

Kyle Groff

Manager - Customer Insights