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Young traveler at an airport window watching planes on the tarmac

Press Release

Airlines Deliver Strong Passenger Experience, Despite Industry Challenges, JD Power Finds

TROY, Mich.: 6 May 2026 — During the course of a year that saw heavy flight delays and cancellations, crowded airports and rising ticket prices and baggage fees, airlines in North America still managed to deliver stand-out passenger experiences. According to the JD Power 2026 North America Airline Satisfaction Study,SM released today, overall satisfaction rises 8 points (on a 1,000-point scale) year over year, with improvement occurring across all segments. However, as airfares have begun to skyrocket in 2026, airlines may soon find it difficult to offset high costs with great service.

Press Release

Airline Passenger Satisfaction Improves Slightly as Industry Confronts Economic Headwinds, JD Power Finds

TROY, Mich.: 7 May 2025 — Is this the end of the “revenge travel” era? With domestic air passenger volume down through the first quarter of 2025,[1] consumer confidence is sinking to its lowest level since the pandemic[2] and airlines introducing new fees on everything from baggage to seat selection, North American air travel is going through some changes. According to the JD Power 2025 North America Airline Satisfaction Study,SM released today, airlines are heading into this new era from a position of relative strength, with overall passenger satisfaction up 6 points (on a 1,000-point scale) from 2024.
With AI-Powered Chatbots Coming to Customer Service

Insights

With AI-Powered Chatbots Coming to Customer Service, Are Mortgage Customers Ready? 

Artificial intelligence (AI) is here to stay. Three-fourths of business leaders say they are planning to escalate their AI investments, as they see its potential to redefine customer service and many other business functions. That includes the lending industry, in which AI-powered customer service has already started to establish a foothold and is poised to grow. Are customers ready for the future of AI-driven customer service?
: Financial Services Intelligence Update — September 2024

Insights

VIDEO: Financial Services Intelligence Update — September 2024

As trust and transparency become paramount, servicers are surprisingly thriving amidst challenges, showcasing resilience in customer relationships. In this month’s update, JD Power, Bruce Gehrke, Senior Director of Lending Intelligence and Miles Tullo, Managing Director, discuss the latest insights from the Mortgage Origination Satisfaction Study and Mortgage Servicer Satisfaction Study. Here’s a breakdown of the key highlights:Why Mortgage Originators Face a Satisfaction SlumpBorrower satisfaction with mortgage originators has dropped significantly in 2024, reversing last year’s positive trend. Only 42% of lenders are achieving higher satisfaction scores this year, down from 70% in 2023.Key factors influencing borrower loyalty and advocacy include:Trust: Borrowers need to feel confident they got a good deal.Ease of the process: Simple, fast, and transparent processes resonate with borrowers.Competitive interest rates: While market factors dictate rates, customers expect lenders to remain competitive.“At the end of the day, those interest rates matter, and a customer needs to believe and trust that their lender gave them a good deal,” says Bruce Gehrke.Interestingly, digital tools—despite heavy investment—are not delivering the highest customer satisfaction. Traditional, human-centered service models continue to outperform digital-first approaches.Mortgage Servicers Thrive Despite Rising ChallengesMortgage servicers are seeing a notable increase in satisfaction, even among financially vulnerable customers. Trust plays a vital role, especially when servicers aim to retain customers for refinancing opportunities.The top factors driving servicing satisfaction include:Minimal interactions: Customers prefer smooth experiences with few issues requiring service intervention.Transparency: Clear communication about fees and escrow accounts is crucial in building trust.Escrow management: Rising insurance premiums and property taxes put pressure on servicers to manage escrow accounts effectively.How Declining Rates Will Reshape the MarketAs elevated interest rates reduce transaction volumes, the mortgage market is undergoing rapid changes. However, as rates begin to decline:The refinance market may experience a resurgence, with direct-to-consumer models gaining the most traction."Trade-up" borrowers—those who have been reluctant to sell due to low-interest mortgages—may re-enter the market. Where can you find more insights like this? Stay up to date on the latest mortgage customer satisfaction insights with JD Power. Discover key trends and performance metrics in the Mortgage Origination Satisfaction Study and the Mortgage Servicer Satisfaction Study, covering the experiences of thousands of borrowers and homeowners. RecEIVE our Upcoming Press ReleasesMore About These Experts Bruce Gehrke is the Director of Lending Intelligence at JD Power, overseeing including the Mortgage Origination Satisfaction Study and Consumer Lending Satisfaction research. He develops client improvement strategies based on data analytics and has built consulting relationships with leading asset managers and mortgage lenders.Miles Tullo is the managing director of the JD Power Financial Services team. He oversees the company’s consumer payments program, focusing on point-of-sale choice and non-credit card payment methods. Drawing from over 20 years of experience in both payments and mortgage lending, Miles brings valuable expertise to clients.

Press Release

Top-Performing Airlines Set Themselves Apart with Friendly Staff, JD Power Finds

TROY, Mich.: 8 May 2024 — With domestic air passenger volume up 9.4% year over year and seemingly no end in sight to crowded gates, stuffed overhead bins and expensive fares, airlines have their hands full trying to maintain customer satisfaction. According to the JD Power 2024 North America Airline Satisfaction Study,SM released today, big investments by airlines in staff training and efforts to improve the overall flight experience with friendly, attentive service are helping some airlines deliver great customer experiences—despite the crowds.

Press Release

Airline Demand-Supply Imbalance is Good for Revenue, Tough on Customer Experience, Says JD Power

TROY, Mich.: 10 May 2023 — A combination of soaring demand, limited supply and surging airfares have helped airlines book record revenues during the past two quarters, but this golden age of enhanced revenues is coming at the expense of customer satisfaction. According to the JD Power 2023 North America Airline Satisfaction Study,SM released today, customer satisfaction with major airlines is down significantly for a second consecutive year, introducing the risk of possible brand damage if the current pattern of price hikes, staffing shortages and reduced routes continues.

Press Release

North American Airline Passenger Satisfaction Declines: Here’s Why That’s Good News, Says JD Power

TROY, Mich.: 11 May 2022 — The crowds are back at the airport, those empty middle seats are occupied again and airlines in North America are raising ticket prices in response to soaring fuel costs and continued strong leisure travel demand—all at the expense of passenger satisfaction. While dramatically higher prices could harm airline brands in the long term, for now, load volume is continuing to climb and passengers are willing to be assigned a middle seat in exchange for getting out of their houses, according to the JD Power 2022 North America Airline Satisfaction Study,SM released today.

Press Release

Attentive Flight Crews, Flexible Fares and Charges during Pandemic Drive Record High Customer Satisfaction with North America Airlines, JD Power Finds

TROY, Mich.: 12 May 2021 (Updated 19 May 2021) — Despite the North America airline industry losing more than $40 billion in revenue as passenger volume dropped 60% in 2020, airline passengers say their level of satisfaction is higher. According to the JD Power 2021 North America Airline Satisfaction Study,SM the elimination of many charges and fees, increased attentiveness of flight crews and ticket flexibility help the industry achieve new heights as passenger satisfaction climbs 28 points to 820 (on a 1,000-point scale) year over year.

Press Release

Importance of Trust, Transparency to Airline Satisfaction Grows as Industry Confronts Pandemic Fears, JD Power Finds

TROY, Mich.: 27 May 2020 — North American airlines were headed into 2020 with some of the highest customer satisfaction scores ever recorded, thanks to heavy investment in newer aircraft, better in-flight services and improved customer service. Then COVID-19 hit. According to the JD Power 2020 North America Airline Satisfaction Study,SM released today, many of the core values that drove standout passenger experiences in the pre-pandemic environment will be even more important as the industry plots its recovery. Specifically, the industry will need to focus on restoring confidence, while continuing to improve on the operational side.

Press Release

As Airline Satisfaction Climbs to Record Highs, Line Blurs Between Low-Cost and Traditional Carriers, JD Power Finds

Is this the golden age of air travel? According to the JD Power 2019 North America Airline Satisfaction Study,SM a combination of newer planes, better ticket value and improved customer touchpoints have driven overall satisfaction with airlines to its highest point in history, up 11 points (on a 1,000-point scale) from last year’s record-setting performance.

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