Cris Payne, senior manager of customer intelligence, said XO would "strongly consider" hiring M.

WSJ: Business Schools Plan Leap Into Data

Too much surveying can prevent the airline from getting good feedback when it wants to survey on particular issues, said Alissa Jaquish, Southwest's senior manager of customer insights.

WSJ: What United, American, Delta, Southwest, JetBlue, Alaska, Virgin America Airlines Learn From Customer Surveys