Delta placed second in the 2016 J.D. Power North America Airline Satisfaction Study. Delta scored 725 in the traditional carrier segment, a 16-point boost over its final score last year.
“This year’s J.D. Power results prove that Delta’s focus on brand and people, all while running a complex, world-class operation each and every day, continues to make us unique in this industry,” said Delta CEO Ed Bastian. “There is no doubt we have what it takes to win customer loyalty and help make Delta the preferred airline.”
Following the release of the initial results on Wednesday, cross-divisional teams at Delta will closely analyze the data to determine the airline’s biggest areas of opportunity. The data will be used to help provide specific insights for each division and business unit in support of earning the coveted customer service award in 2017, a longstanding company goal.
Notable findings included that the overall customer satisfaction with the major airlines in North America has reached a 10-year high, driven by enhanced product and service offerings and growing customer acceptance of extra fees. And for the first time in the study’s history, satisfaction among business travelers exceeds that of leisure travelers.
“While the perception of the airline experience still has a lot of room for improvement, there is notable progress in terms of satisfaction among the highest-ranked airlines in the study due to their keen focus on meeting or exceeding passenger needs. The airlines are clearly listening to their passengers and are taking action,” J.D. Power said in its press release.
Note: This article has been edited since its initial publication.