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Case Study - deteriorating levels of service by airline staff |
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According to the last results, deteriorating levels of service by airline staff has pushed overall satisfaction with U.S. carriers to the lowest level in three years!!!
The measures for the Customer satisfaction were such as: aircraft; boarding/deplaning/baggage; check-in; cost and fees; flight crew; and in-flight services. Carriers are ranked in two segments: low-cost and traditional network. The Low-cost carriers are defined as airlines that operate single-cabin aircraft with typically lower fares, while the traditional network carriers are defined as airlines that operate multi-cabin aircraft and use multiple airport hubs. Together with the measure that is a quite a statistical analysis!
The decrease in satisfaction with people factors is more than twice as large as the decline in satisfaction with price factors, according to the study. That means that the computers are working, the conveyor belt is conveying, the airplane itself take off with no problems – but the service is still unsatisfying. At the end of the day we are left with the human factor. Although the future is here, our businesses are still depended on our employees and their attitude towards the customers. The employees are responsible to enhance or decline our customers' experience.
What about your organization? Did you measure lately your customers' satisfaction regarding your employees? If not, start planning it. Be certain that your competitors already have.
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