Build Brand Loyalty
Winning in travel and hospitality requires you to uncover unique insights about your customer and their experience with your brand. See where they’re going, who with, and why J.D. Power’s in-depth Travel & Hospitality benchmarking data is the quickest way to enhancing customer satisfaction and increasing brand loyalty and profitability.
Benchmark Studies
The key indicators and drivers of performance. View profiled brands and publication dates here.
Airlines
Measure satisfaction with the entire air travel experience, from reservation to baggage retrieval, based on a recent flight experience and provides a competitive benchmark to measure customer advocacy and loyalty and identify improvement initiatives
Airports
Provides actionable insights that can support industry stakeholders in improving their performance and passengers’ overall airport experience
Hotels
Our hospitality performance benchmarks provides actionable market intelligence to hotel companies serving customers across the globe. These benchmarks help organizations understand the many drivers of customer satisfaction in order to optimize customer interactions for ongoing improvement.
Rental Cars
Our rental car performance benchmarks measure customer satisfaction with the entire rental car experience, from reservation to vehicle return, and evaluates critical components that drive overall rental car satisfaction at North American airport locations.
Services and Solutions
Data driven analytical solutions and advisory services to help you integrate the Voice of the Customer, drive customer satisfaction and grow profitably
Other Solutions
Experts You Can Count On
Michael Taylor
Michael Taylor
Michael Taylor is Senior Managing Director of Travel, Hospitality, Retail & Customer Service Advisory.
Mr. Taylor founded and led the Travel Practice at J.D. Power from 1998 to 2004, and rejoined J.D. Power in 2017. Previously he worked as a consultant to academic medical centers (M.D. Anderson and The Mayo Clinic) and oilfield service providers (Halliburton, Baker Hughes, and Schlumberger).
Prior to that, he worked in television advertising research, where he analyzed and consulted on major advertising efforts for companies such as SmithKline Beecham, S.C. Johnson, Frito Lay and General Motors, focusing on “persuasion shift” and market share. He began his career in the consumer packaged goods industry at companies such as Alberto-Culver, Ralston Purina, and Abbot Laboratories.
Mr. Taylor earned a bachelor’s degree with honors from Indiana University and a master’s degree in business administration from the University of Chicago.
Andrea Stokes
Andrea Stokes joined J.D. Power as Practice Lead – Hospitality in September 2019. She is responsible for ensuring J.D. Power brings relevant and high-quality intelligence to clients in the Lodging and Senior Living sectors. She provides J.D. Power clients with hospitality industry expertise and thought leadership, as well as expertise in customer experience management.
Prior to J.D. Power, Andrea was with Marriott International’s CX and Innovation division where she oversaw brand health measurement programs, as well as Marriott’s customer insights platforms. Before joining Marriott, Andrea was Vice President - Travel and Hospitality at Ipsos, the well-known global research and polling firm. There she oversaw CX and marketing insights programs for clients in lodging, air transportation, cruise, and destination marketing. Andrea is also the former Director of Research at the U.S. Travel Association.
Andrea earned an M.B.A. at Georgetown University and a B.A. in Management at the College of St. Benedict.
Andrea has presented at many travel industry and other conferences. She is also a Certified Hospitality Educator and Adjunct Lecturer in Hospitality Management. She resides in the Washington D.C. Metro Area.
Jennifer Corwin
Jennifer Corwin
Jennifer Corwin is the Director of Consumer Insights for Travel & Hospitality Intelligence and Strategic Initiatives at J.D. Power. She is responsible for thought leadership and providing actionable insights and analyses in the company’s Voice of the Customer research across the travel and hospitality sectors. Her work spans multiple industry verticals within Travel & Hospitality Intelligence (hotels, airlines, rental cars, airports, cruise lines, loyalty programs, and destinations).
Ms. Corwin joined J.D. Power in 2011 in a research operations role supporting multiple industries, she later transitioned to a role within the travel & hospitality practice where she supported and guided syndicated and proprietary clients in achieving their goals and objectives through research.
Ms. Corwin earned a bachelor’s degree in biomedical sciences and women’s studies from Western Michigan University.
Jim Croce
Jim Croce
Jim Croce is a Senior Account Director for J.D. Power Travel and Hospitality.
Azari Jones
Azari Jones
Azari Jones is an Analyst for J.D. Power Travel and Hospitality Intelligence.
Christina Cooley
Christina Cooley
Ms. Cooley is the Senior Director of Hospitality and Retail, and Practice Lead of @Home Intelligence at J.D. Power. She oversees several, annual Syndicated studies, providing benchmarks for both manufacturers/brands (e.g., paint, appliances, windows) as well as retailers (e.g., home improvement, paint, appliances).
Ms. Cooley is responsible for identifying needs both within industries and for specific clients and then formulating solutions to help them achieve their strategic objectives. With a strong research background, she works closely with clients to translate research findings into key insights and recommendations. As clients have proprietary needs, Christina aligns solutions to meet their objectives: Strategy, Research & Benchmarks, Operational Analysis, Experience Management, Digital Intelligence, Analytics and Insights, and Innovation.
Ms. Cooley joined J.D. Power in 1996 with experiences spanning the automotive, healthcare, real estate, home improvement, and broader service industries. Christina’s current role enables her to serve as a trusted advisor to clients, as she helps them to hear, understand and take action on the Voice of the Customer.
Ms. Cooley earned a bachelor’s degree in business administration with an emphasis in marketing from California State University, Northridge.
