JetBlue Part Deux
Following up last week's post on the effort JetBlue is committing to saving its reputation among customers, this week it takes a hit from an unexpected source--BusinessWeek magazine.
The cover story for the latest issue is a feature on the top 25 companies with the highest levels of customer service satisfaction, as surveyed by JD Power and Associates. The survey was conducted in early 2006. As the article explains, JetBlue came in number four, but the editors chose to yank the company from the listing in light of the customer service meltdown that occurred two weeks ago.
If the online reader comments are any indication, JetBlue won't be worrying about their reputation for long. The comments are nearly universal in condemning JetBlue's absence from the list, especially in light of the moves the airline has taken to remedy the problems and appease the customers who were inconvenienced. There is also an online poll where the editors ask whether or not they should have pulled the company from the list--thus far more than 80% of readers say they should have kept them in. If this sentiment keeps up, and JetBlue keeps its promises, it looks like customers are willing to forgive and forget, and soon.
The BW feature can be found here: http://www.businessweek.com/innovate/di_special/20070222customerser.htm
