JetBlue Airways

Situation

New York-based JetBlue Airways has created a new airline category based on value, service and style. Known for its award-winning service and free TV as much as its low fares, JetBlue is now pleased to offer customers the most legroom throughout coach (based on average fleet-wide seat pitch for U.S. airlines). JetBlue is also America’s first and only airline to offer its own Customer Bill of Rights, with meaningful compensation for customers inconvenienced by service disruptions within JetBlue’s control.
Actions

JetBlue Airways selected Attensity Analyze to use in its customer service organization to uncover customer issues, requirements and overall sentiment about the airline. The company’s pilot project demonstrated a significant ability to find key information about customer sentiment and tangible data around how to augment its services. JetBlue uses Attensity Analyze to proactively manage and analyze all freeform customer feedback to improve service, marketing, sales and the products they offer.
Results

JetBlue Airways customer service analysts use Attensity Analyze on a daily basis to cull insights and actions from customer feedback.

“From our Customer Bill of Rights to our customer advisory council, JetBlue is dedicated to bringing humanity back to air travel,” Bryan Jeppsen, research analyst Manager said. “One of the best ways to do that is to listen — truly listen — to our customers. Our commitment with Attensity enables us to mine subtle but important clues from all forms of customer communications to continue improving all aspects of our company. We’re eager to learn as much as we can, and we’re excited to have Attensity’s simple to use yet sophisticated software at our service.”
“Attensity Analyze offers us the unprecedented ability to automatically extract customer sentiments, preferences and requests we simply wouldn’t find any other way. Attensity enables us to intelligently structure, search and integrate the data into our other business intelligence and decision-making systems.”

Bryan Jeppsen, JetBlue research analyst

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