J.D. Power
Top-rated airlines set themselves apart with friendly staff [J.D. Power 2024 North American Airline Customer Satisfaction Survey (SM)] ……
J.D. Power (Headquarters: Troy, Michigan, U.S.), an international specialized organization for research and consulting related to customer satisfaction (CS), announced on May 8, local time, the J.D. Power 2024 North America Airline Satisfaction Study (SM) ( J.D. Power has announced the results of its 2024 North American Airline Customer Satisfaction Survey (SM). This survey was conducted to measure airline satisfaction among passengers who have flown on major North American airlines within the past month, divided into three categories: first/business class, premium economy class, and economy/basic economy class. ing. This survey, which is the 20th, includes changes to the survey design. With the number of domestic passengers increasing further from the previous year*¹, and with no end in sight to crowded boarding gates, tight in-flight storage shelves, and high fares*², airlines are struggling to maintain customer satisfaction. Our research shows that significant investments in staff training and efforts to improve the overall flying experience with friendly, attentive service have resulted in some airlines delivering superior customer experiences, even in busy conditions. It contributes to providing the following. *¹ IATA “Passenger Demand Up 21.5% in February” https://www.iata.org/en/pressroom/2024-releases/2024-04-04-01/*² Federal Reserve Bank of St. Louis, “Consumer Price Index for All Urban Consumers: Airline Fares in U.S. City Average”
https://fred.stlouisfed.org/series/CUSR0000SETG01The main takeaways from the 2024 study are: Passengers want to get to their destination easily and safely. Some might expect that airfares will have a big impact on passenger satisfaction, as airfares remain high after air travel has stalled due to the pandemic. However, according to this study, the biggest factors that actually influence an airline’s overall customer satisfaction are “ease of travel” and
“reliability.” Although “value for money” is important, it is even more important for passengers to have a smooth flight. Media coverage has a significant impact on “trustworthiness” scores: Passengers’ confidence in an airline is correlated with the coverage of that airline. Passengers who had been exposed to negative media coverage about an airline’s performance in the past year had 400 points (out of 1,000 points) lower satisfaction scores on the Reliability factor. Investment in human resources contributes to high ratings at top-rated airlines Southwest Airlines and Delta Air Lines, the top-rated companies in this survey, have made significant investments in human resources. These efforts led to significantly higher ratings in all areas of the study where interpersonal services made a difference. Michael Taylor, Senior Managing Director, Travel, Hospitality, Retail and Customer Service, J.D. Power: “There are many aspects of the overall air travel customer experience that airlines cannot control. This is one of the things that airlines can do to have a major impact on customer experience.The fact that this research shows that “people power” has a positive impact on the overall flight experience is a big win. Airlines that invest in staff training and recruitment are finding ways to overcome the negative effects of gate and cabin crowding by simply being nice to customers. Ranking [First/Business Class] 1st place: Delta Air Lines (743 points) 2nd place: JetBlue Airways (736 points)
[Image 1: https://prtimes.jp/i/42677/290/resize/d42677-290-f3b6ef10a22e7ffd8475-2.jpg&s3=42677-290-dd05933bc20e56bcf2cc6b96b3e2a30a-720×960.jpg] [Premium Economy Class Category] 1st place: Delta Air Lines (716 points, 1st overall satisfaction for 2 years in a row) 2nd place: Alaska Airlines (687 points) 3rd place: American Airlines (684 points)
[Image 2: https://prtimes.jp/i/42677/290/resize/d42677-290-8e80443555b4b72adfd6-2.jpg&s3=42677-290-472a7eb707962f33ba932298bedd6fd7-720×960.jpg] [Economy/Basic Economy Class Category] 1st place: Southwest Airlines (685 points, 1st overall satisfaction for 3 consecutive years) 2nd place: Delta Air Lines (651 points) 1st place 3rd place: Allegiant Air (633 points)
[Image 3: https://prtimes.jp/i/42677/290/resize/d42677-290-3f25f1e5d30154437faa-2.jpg&s3=42677-290-a975639f7d4ac36395610d2a5d5470fc-720×960.jpg] 《J.D. Power 2024 North American Airline Customer Satisfaction Survey (SM) Overview》 Surveyed passengers who have flown on major North American airlines within the past month, looking at first/business class, premium economy class, economy/basic economy class. A survey to clarify the level of satisfaction with airlines in three categories. This is the 20th time this event has been held. This time, changes were made to the research design, and the factors and rating scales were changed. ■Implementation period: March 2023 to March 2024 ■Survey method: Internet survey ■Survey target: Customers who have flown on major North American airlines within the past month at the time of survey response ■Number of survey respondents: 9,582 Factors that influence overall customer satisfaction were set. , an overall satisfaction score is calculated out of 1,000 points based on user evaluations of detailed evaluation items for each factor. The factors that make up overall satisfaction are as follows in descending order of influence on overall satisfaction (degree of influence is in parentheses). [First/Business Class]: “Ease of travel” (19%), “In-flight experience” (19%), “Reliability” (15%), “Value for money” (14%), “Staff” (11%), “Digital tools” (11%), “Pre- and post-flight experiences” (10%) [Premium Economy Class category]: “Ease of travel” (18%), “Staff” ( 16%), “Reliability” (16%), “In-flight experience” (16%), “Value for money” (13%), “Pre- and post-flight experience” (11%), “Digital tools” ( 10%) [Economy/Basic Economy Class Category]: “Ease of Travel” (18%), “Reliability” (16%), “Inflight Experience” (15%), “Value for Money” ( 15%), “Staff” (12%), “Pre- and post-flight experiences” (12%), “Digital tools” (11%) *This press material was released in the United States on May 8, 2024 local time. This is a summary of the releases. Click here for the original release
https://www.jdpower.com/business/press-releases/2024-north-america-airline-satisfaction-study This was planned and implemented independently by a public
organization. [Please note] This paper is for press purposes only. It is prohibited to use the information or results published in this material for advertising or promotional activities without our permission. About J.D. Power: Headquartered in the United States, J.D. Power is an international marketing research company in consumer insights, advisory services, data and analytics. We have pioneered the use of big data, artificial intelligence (AI), and algorithmic modeling capabilities to capture consumer behavior and provide incisive industry intelligence about consumers. For more than half a century, J.D. Power has been engaged with customers, brands and products, and is trusted by the world’s leading companies in major industries to guide their customer-facing strategies. J.D. Power has offices in North America, Europe, and Asia Pacific. For more information on our business, please visit
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