Consumers have a multitude of choices when they travel creating an extraordinarily competitive marketplace for travel and hospitality providers.
J.D. Power's goal is to help the travel industry improve customer satisfaction and make the consumer’s choice an easy one—ultimately leading to greater loyalty and profitability.
J.D. Power provides actionable market intelligence to travel suppliers such as airline carriers, hoteliers, and rental car companies serving customers across the globe. Our studies help travel organizations understand the many drivers of customer satisfaction in order to optimize customer interactions for ongoing improvement.
The J.D. Power North America Airline Satisfaction StudySM measures satisfaction with the entire air travel experience, from reservation to baggage retrieval, based on a recent flight experience. The study evaluates two market segments—low-cost carriers and traditional network carriers— and provides a competitive benchmark for airline brand performance comparisons; identify improvement initiatives; and measuring customer advocacy and loyalty.
The J.D. Power North America Hotel Guest Satisfaction Index StudySM measures guest satisfaction with the entire hotel experience, from reservation to check-out, based on a recent guest stay. The study provides a competitive benchmark for hotel brand performance comparisons in eight distinct market segments, identifying improvement initiatives, and measuring guest advocacy and loyalty.
The J.D. Power North America Rental Car Satisfaction StudySM measures customer satisfaction with the entire rental car experience, from reservation to vehicle return. Rental car companies may use study findings to measure critical components that drive overall rental car satisfaction at North American airport locations; identify areas of strength and weakness for each rental car company; align strategic planning and improvement initiatives with core customer desires and needs; and benchmark customer satisfaction with North American rental car companies.
The J.D. Power North America Airport Satisfaction StudySM measures passengers’ satisfaction with their airport experience among large- and medium-size hub airports in the United States and Canada. The study provides actionable insights that can support industry stakeholders in improving their performance and passengers’ overall airport experience.
The Airline Loyalty/Rewards Program Satisfaction Report measures customer satisfaction based on six factors: ease of redeeming points/miles; reward program terms; account maintenance/management; ease of earning points/miles; variety of benefits available; and customer service. The Hotel Loyalty/Rewards Program Satisfaction Report examines six factors: account maintenance/management; ease of redeeming points/miles; ease of earning points/miles; reward program terms; variety of benefits; and customer service.
The J.D. Power Hotel Loyalty/Rewards Program Satisfaction ReportSM measures overall satisfaction among customers who are enrolled in a hotel loyalty program. Satisfaction is measured across six factors (listed in order of importance): Account Maintenance/Management; Ease of Redeeming Points/Miles; Ease of Earning Points/Miles; Reward Program Terms; Variety of Benefits; and Customer Service.
The J.D. Power Airline Loyalty/Rewards Program Satisfaction ReportSM measures overall satisfaction among customers who are enrolled in an airline loyalty program. Satisfaction is measured across six factors (listed in order of importance): Ease of Redeeming Points/Miles; Reward Program Terms; Account Maintenance/Management; Ease of Earning Points/Miles; Variety of Benefits; and Customer Service.
Travel and Hospitality Practice Lead
Travel Industry Advisory Services
J.D. Power offers a comprehensive suite of research solutions to help you understand the many drivers of customer satisfaction, develop a strategy and action plan, optimize customer interactions, and measure and manage performance for ongoing improvement.
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