Predicting the impact of Promoters/Detractors fraction on word of mouth marketing for JetBlue

1. , the Detractor Fraction against Departure Delay and Arrival Delay Probability distribution of departure and arrival delay calculated from JetBlue data Dec 07 and Jan 08 Survey results vs. departure delay and arrival delay Predicting the impact of Promoters/Detractors fraction on word of mouth marketing for JetBlue Our research shows that there are moderate correlations between the Net Promoter Fraction and the delays Our calculations tells us that more than half of the flights for JetBlue in the period of Dec 07 to Jan 08 are in schedule Results and sensitivity analysis according to different service levels Base model structure (Upper half tree) Expected values are 13.5 and 11.0 min, and medians are -1.0 min and 0 min respectively for departure and arrival delay. Results and sensitivity analysis according to different traffic loads Net Promoter Score (NPS) is used to evaluate the customer loyalty. JetBlue sends out 35 surveys for each flight served. Our model establishes a quantitative link between good service and customer satisfaction to see how customer satisfaction can lead into actual rewards for JetBlue Airways Better service contributes to the actual rewards, but not as much as the intuition goes; heavier traffic load contribute to the actual rewards linearly Our investigation shows it is of central importance to assess the actual impact of word to mouth marketing given NPS. A. Daniel Lopez Gutierrez Jieying Zheng Jose Luis Preciado Arreola Michael Ke Zhang Service level is not determinant to customer satisfaction. Marketing strategy and operational effort should be used at an optimal mix.