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.
Digital
Our digital travel performance benchmarks measure satisfaction with travel apps and websites, a key driver of customer satisfaction with the overall travel experience. Travelers use mobile apps and websites for booking, managing day-of-travel and account management and have high expectations based on experiences with high-performing apps—both within and outside of the travel industry.
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
Experts You Can Count On
Michael Vermillion
Michael Vermillion is Vice President and GM, Travel Intelligence at J.D. Power. He is responsible for the growth of the segment’s business by leading growth initiatives, key capability development and new market entry. Areas of responsibilities include strategic planning, new product development, sales enablement and strategic partnerships.
A key thought leader in the field of Customer Service Excellence, Mr. Vermillion is the co-author of the forthcoming book J.D. Power’s Guide to the Net Promoter Score® and is a regular contributor to publications and blogs including The Digital Customer.
Mr. Vermillion brought to J.D. Power 25 years of experience in the strategy and product management fields. Prior to joining the company in 2015, he held executive roles in product, strategy, business development and consulting with Market Risk Partners, NAVEX Global, Dun & Bradstreet, Autobex, Salient3 Communications, Stern Stewart & Company and Procter & Gamble.
Mr. Vermillion is a former chairman, P&G Alumni of New York City and a member of the CFA Institute, the New York Society of Security Analysts, the Product Management Association and the American Marketing Association.
Mr. Vermillion received a bachelor’s degree in mechanical engineering from the U.S. Naval Academy and an MBA in corporate finance 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.
Michael Taylor
Michael Taylor is Senior Senior and Practice Lead for Travel Intelligence at J.D. Power. He is responsible for providing industry thought leadership and business improvement recommendations to the company’s clients in the airline, airport, and car rental segments. He works with airports around the world including JFK, Newark Liberty, La Guardia, Portland (OR), San Diego, Tokyo Narita and the Aeroports de Paris (Charles de Gaulle and Orly). Additionally, he develops insights on other airport topics such as concessions, services and security. Mr. Taylor has also worked with nearly all major North American air carriers and major rental car companies to measure and manage customer satisfaction and loyalty.
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.
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