A case study on jet airways on customer satisfaction.

1. CustomerSatisfaction
CASESTUDY

2. CUSTOMERSATISFACTION
 Customersatisfaction is a term frequently
used in marketing. It is a measure of how
products and services supplied by a company
meet orsurpass customerexpectation.

3. CASESTUDY ON JETAIRWAYS

4. About Jet Airways:
 Jet Airways, with the acquisition of JetLite, today has a combined
fleet strength of 107 aircrafts and offers customers a schedule
of over 525 flights daily.
 Flights to 60 destinations span the length and breadth of India
and beyond, including New York, Toronto, Brussels, London,
Hong Kong, Singapore, Kuala Lumpur, Colombo, Bangkok,
Kathmandu, Dhaka, Kuwait, Bahrain, Muscat, Doha and Abu
Dhabi. The airline plans to extend its international operations to
other cities in North America, Europe, Africa and Asia in phases
with the introduction of additional wide-body aircraft into its fleet.

5. Case Study:
 In keeping with the commitment to customer service excellence
that has defined the company through the years, Jet Airways,
India's premier international airline, has announced the
introduction of a set of key eCommerce initiatives.
 Jet Airways' keen emphasis on the adoption of the most
advanced, cutting-edge technology, the airline has become the
first Indian carrier ever to implement Bar-coded boarding passes
(BCBP), an IATA standard solution. These BCBP can be
automatically scanned at the boarding process, avoiding manual
boarding and thus enabling multiple flights to be handled at a
single gate. Having introduced BCBP at Singapore airport, Jet
Airways plans to introduce the same at Hyderabad and Brussels
airports in the near future.

6.  In an effort to improve customer satisfaction, the airline has re-
launched its website - jetairways.com - with a new look,
enhanced usability and performance. The revamped website now
also includes a Simplified Chinese and Traditional Chinese
language site to cater to Jet Airways' Chinese speaking
passengers in China and Hong Kong; as well as live Weather
updates, powered by the world's leading weather provider
weather.com.
 Jet Airways' attractive online promotional scheme currently offers
passengers who make online bookings on jetairways.com a
chance to win 15 Scarlet LCD TV's from LG, 15 Blackberry
Smart phones, and a Maruti DZire car as bumper prize. Winners
will be selected by lucky draw.

7.  Jet Airways has introduced an International Web Check-in facility
for the convenience of its London, Hong Kong, Singapore, Kuala
Lumpur, Bangkok and Brussels-bound passengers, wherein
passengers holding eTickets may now check-in on the web and
print their boarding passes. The airline plans to extend this
facility to its North American destinations with the receipt of the
requisite security clearances.
 Jet Airways' JetPrivilege members may now redeem their
JPMiles online at jetairways.com in real-time, pay via credit card
and print their award tickets online. Although this service is
currently available on the airline's India website only, it will be
opened to other country sites shortly. JetPrivilege is India's
largest and best frequent-flyer programme.

8.  Jet Airways is also pleased to announce that with the activation
of its station, Kathmandu, the airline now offers eTicketing
facilities on all its flights, spanning 60 destinations in India and
around the world. The airline also launched its much-awaited
Infant eTicketing facility recently.
 Commenting on these high-tech facilities to passengers, Mr.
Sudheer Raghavan, Chief Commercial Officer, Jet Airways, said,
"Jet Airways has always aimed to strive and provide its
passengers with the finest possible customer experience- both in
the skies and on the ground. Recognizing the power of
technology to achieve this, the airline was one of the first to
invest considerable resources on the same. These latest
initiatives are but a few of many that have made Jet Airways one
of India's most feted airlines."

9. Questions:
 What are the ways adopted by the Jet Airways to
enhance Customer Satisfaction?
 Do you think creating a new website would have
helped increase customer satisfaction? If yes, how?
 What methods made Jet Airways take an edge over
the other airlines?
 Why customer satisfaction is Important?
 Suggest some other ideas that could have been
adopted by the Jet Airways.

10. Summary:
Importance Of Customer Satisfaction
 It’s a leading indicator of consumer
repurchase intentions and loyalty
 It’s a point of differentiation
 It reduces customer churn
 It increases customer lifetime value
 It reduces negative word of mouth
 It’s cheaper to retain customers than acquire
new ones

11. Customer Retention
Strategies:
 Use blogs to educate customers
 Use email to send special promotions
 Use customer satisfaction surveys to listen

12. THANK YOU