The highly regarded global marketing information company J.D. Power and Associates has published a new report on the top 50 companies for customer service.
Airline Winners: JetBlue, Southwest, Virgin America
It includes popular brands such as Apple, L.L. Bean and Four Seasons Hotels plus three airlines – but only three:
The survey, based on customer feedback of 800 different brands, seems to indicate that coach flyers no longer look to the Big Four (American, Delta, United and US Airways) for anything much in the way of customer service. And yet, price isn’t everything.
Airfare Price Isn’t Everything
As Gina Pingitore, J.D. Power chief researcher, puts it: “While value is important, consumers want more than simply the lowest price or a product that is just good enough.”
Both JetBlue (founded in 1998) and Virgin America (which began service in 2007) are relative newcomers with no entrenched old-school culture while Southwest, which celebrated its 40th anniversary last year, is famous for its casual-yet-friendly service.
At the same time, the line between the so-called discount airlines and legacy carriers continues to blur as all airlines compete on pricing. It would seem customer service can make a bit of a difference.