Predicting the impact of PromotersDetractors fraction on word

Predicting the impact of Promoters/Detractors fraction on word of mouth marketing for Jet. Blue Probability distribution of departure and arrival delay calculated from Jet. Blue data Dec 07 and Jan 08 Survey results vs. departure delay and arrival delay , the Detractor Fraction against Departure Delay and Arrival Delay Expected values are 13. 5 and 11. 0 min, and medians are -1. 0 min and 0 min respectively for departure and arrival delay. 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 Jet. Blue 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) Results and sensitivity analysis according to different traffic loads Net Promoter Score (NPS) is used to evaluate the customer loyalty. Jet. Blue 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 Jet. Blue Airways Our investigation shows it is of central importance to assess the actual impact of word to mouth marketing given NPS. Better service contributes to the actual rewards, but not as much as the intuition goes; heavier traffic load contribute to the actual rewards linearly A. Daniel Lopez Gutierrez Jieying Zheng Service level is not determinant to customer satisfaction. Marketing Jose Luis Preciado Arreola strategy and operational effort should be used at an optimal mix. Michael Ke Zhang