Airlines with good passenger experiences have highest stock returns, study finds
Treating airline passengers well pays off. That’s the conclusion, which may sound painfully obvious, reached in a study released this week by Watermark Consulting, a Connecticut firm that works with companies to improve customer experiences. However, the study noted, some US airlines do well in the short term by treating customers poorly, generating fat short-term profit margins by doing things such as cramming more seats into each cabin, overbooking flights and charging high passenger fees. Watermark’s study ignored short-term profits and instead analysed stock value of airlines over 6 years. It found that the stock of those airlines that were ranked high in the annual JD Power North America Airline Satisfaction Study performed much better over the long run than low-ranking carriers. <br/>
https://portal.staralliance.com/cms/news/hot-topics/2017-08-01/general/airlines-with-good-passenger-experiences-have-highest-stock-returns-study-finds
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Airlines with good passenger experiences have highest stock returns, study finds
Treating airline passengers well pays off. That’s the conclusion, which may sound painfully obvious, reached in a study released this week by Watermark Consulting, a Connecticut firm that works with companies to improve customer experiences. However, the study noted, some US airlines do well in the short term by treating customers poorly, generating fat short-term profit margins by doing things such as cramming more seats into each cabin, overbooking flights and charging high passenger fees. Watermark’s study ignored short-term profits and instead analysed stock value of airlines over 6 years. It found that the stock of those airlines that were ranked high in the annual JD Power North America Airline Satisfaction Study performed much better over the long run than low-ranking carriers. <br/>
