The J.D. Power North America Airline Satisfaction Study measures passenger satisfaction among business and leisure travelers of major airline carriers in North America with the entire air travel experience, from reservation to baggage retrieval, based on a recent flight experience. The study is continuously fielded throughout the year.
Starting in 2020, the study will measure Short Flights and Long Flights as service levels and aircraft factors significantly affect passenger evaluations. The modified factor model measures passenger satisfaction with airline carriers based on performance in seven factors: Reservation, Check-In, Boarding, Baggage, Aircraft, Flight Crew, In-Flight Services, Costs & Fees. Other improvements include expanded coverage of Airline Lounges, Amenities, Boarding, Baggage, Food & Beverage, In-Flight Entertainment plus connectivity.
The J.D. Power North America Hotel Guest Satisfaction Index Study measures guest satisfaction with the entire hotel stay experience, from pre-stay communication to check-out, based on a recent guest stay. The study benchmarks brand performance in each of six market segments: luxury, upper upscale, upscale, upper midscale, midscale and economy. Study subscribers receive a full view of brand performance vs. competitors across guest advocacy and loyalty measures; hotel operations (rooms, food & beverage, staff service, etc); and brand image perceptions. Subscribers will also be able to identify and prioritize areas for improvement that most impact guest satisfaction.
The J.D. Power North America Airport Satisfaction Study measures passengers’ satisfaction with their airport experience
among Mega-, Large-, and Medium-size airports in North America. The study provides actionable insights that can support industry stakeholders in improving their performance and passengers’ overall airport experience.
The J.D. Power North America Rental Car Satisfaction StudySM measures customer satisfaction with the entire airport rental car experience, from reservation to vehicle return. Subscribers may leverage J.D. Power data to better understand their competitive position and measure components that drive overall rental car satisfaction at North
American airport locations.