Our client, a leading national airline, has achieved high results in customer satisfaction levels and was ranked by IATA as one of the world's most efficient air carriers. The emphasis that our client places on its customers’ satisfaction is supported by research which has shown that customers no longer choose their airline just because of the high-security level it provides, but the quality of customer service.
In a time when the airline sector is stripping out costs, our client is bucking the trend. They’re continuing to provide a full service and are investing heavily in service improvements for both economy and business class passengers. Our client’s flight network currently reaches 31 European airports, seven Asian airports, five North American airports and two African airports; a total of 45 destinations.
One of the main reasons for significant improvement in our client’s quality of service is the technological capabilities introduced for customer feedback. EQ has been central to these developments.
After becoming privatised, our client decided that the key to growth within the industry was through providing excellent quality, enhanced customer experience, improvement and reinforcement of customer relations.
In order to achieve this goal our client needed not only the ability to measure customer service quality continuously but also to make constant changes based on its customers’ feedback.
Instead of focusing on providing excellent service, the majority of today’s airlines compete to provide a cost-effective service for their passengers by stripping out costs such as offering complimentary beverages and meals on flights.
We conduct ongoing satisfaction surveys with three layers of data collection. The first layer is the quality service of the call centre; the second layer focuses on the quality of the service experience before boarding the plane; and the third layer focuses on the flight itself, where about 10 selected passengers are randomly sampled during the flight.”
Head of Service Quality Department
Today, we can really be on top of things when it comes to customer experience and service levels. The only way to know what the passengers are really thinking is to ask them!”
Client’s President and CEO
There is no doubt that this information helped us reach a 12% growth in our customers’ satisfaction level.”
Client’s Director of Customer Service