VocaLabs Survey Shows JetBlue Airways Reservations Line Provides Outstanding Customer Service
EDEN PRAIRIE, Minn.--(BUSINESS WIRE)--July 16, 2003--Vocal Laboratories, the pioneer of usability surveys for customer service, recently awarded jetBlue Airways' (Nasdaq: JBLU -News ) reservations line an "A" in Caller Satisfaction and an "A" in Call Completion. JetBlue Airways' reservations line was in the top 25% for both of these benchmark categories.
Caller Satisfaction measures the overall satisfaction level with a contact experience, based on responses to a standard survey question about how satisfied the caller was with the call experience. In this survey 94% of the callers were satisfied with the call, the highest score VocaLabs has recorded.
Call Completion measures the ability of callers to complete a transaction with a single call and get the information they need. In this survey 94% of the callers got the information they wanted in the first call. This compares favorably to an average of 82% across all the customer care applications VocaLabs has tested. This is also the highest score VocaLabs has recorded.
One panelist wrote, "I just would like to say it was easy for me to acquire the information needed which was very relieving for me. I get very nervous when making phone calls with strangers and it helps to lessen my nervousness when the person is helpful and sounds thoughtful." Another panelist said, "Service was excellent, also fast which is great, the person was very nice and she explained clearly my choices and gave me a fast rate. I wish all were like that. I wait hours when I call other airlines. I'll be calling JetBlue now."
"Receiving two of the highest survey scores demonstrates JetBlue's commitment to outstanding customer service which pays for itself and shows up on the bottom line," said Jessica J. Ament, VP of Marketing at VocaLabs.
This survey was conducted as part of an ongoing project to measure the quality of customer service across different airlines, and was not commissioned by JetBlue Airways. 432 VocaLabs panelists participated, and each panelist called JetBlue to get a fare quote for a particular flight. Participants were surveyed both before and after the call about their attitudes towards JetBlue Airways, and asked to rate the quality of the service they received.
About Vocal Laboratories
VocaLabs solves the need for cost effective and statistically accurate feedback about client care Speech Recognition, IVR, human agent, and tone applications. Our clients are end user enterprises, call center consultants, application providers and equipment vendors. We have the unique ability to evaluate a customer contact application at any stage of development, from prototype to live in the field using a large and demographically diverse pool of panelists.
For VocaLabs news and information, please go to http://www.vocalabs.com.
