American Airlines

• Identified the most promising priorities for improving overall satisfaction for in-flight services (via the Net Impression^® process). The in-flight project provided significant input for the decision to enhance legroom by reducing the number of seats in selected aircraft. Results of a check-in services project were used to reorganize boarding procedures and to improve assistance to passengers missing connecting flights.

Southwest Airlines

• Provided assistance in the areas of computer reservations systems, travel agent interface, and boarding procedures.

Port Authority of New York & New Jersey 

• In a six-year engagement, worked with a full range of customer contact personnel at the three major New York area airports to both track and improve customer satisfaction.

Boston's Logan Airport

• In a three-year engagement working with Massport staff, airlines, concessions, security personnel, ground transportation providers, and police, improved all aspects of the customer experience for both departing and arriving passengers at Logan.

Federal Highway Administration

• Projects have ranged from the development of a comprehensive agency-wide program for measuring and improving satisfaction of FHWA's many constituencies to a more targeted survey-based program focusing on FHWA's direct relationships with state and local Departments of Transportation.

Public Transportation Systems

• Various projects (often in partnership with a leading urban transportation consulting firm) for major urban transit districts, including Los Angeles, San Francisco, Portland, Seattle, New York, Orlando, and Tampa.