CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! The airport wants a survey from you on your bathroom experience. Gross and what is the point?

CCNG 195

CCNG Airlines Surveys Feedback 195

SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys. Table of Contents What is a customer satisfaction survey?

Surveys 98

Surveys Feedback Customer Support Wireless 98

Aspect

JUNE 29, 2017

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index. Can travelers help airlines by helping themselves?

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

ShepHyken

DECEMBER 21, 2020

Now you have the research from more than 7,000 people surveyed to back that up. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. My Comment: Did satisfaction ratings in the airline industry really go up? Here’s Why.

Airlines 403

Airlines Customer Service Advertising Customer Experience 403

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 360

Airlines Accountability Consulting Consulting 360

Customer Experience Matters

APRIL 2, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. See our FAQs about the Temkin Experience Ratings.

Airlines 40

Airlines Surveys Customer Experience 40

Interaction Metrics

NOVEMBER 3, 2023

As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course, I’m talking about the word “surveys”. Surveys have become a ubiquitous aspect of customer interactions, and customers are exhausted. Please take our survey!” Is it any surprise surveys have a bad name?

Surveys 62

Surveys Feedback Airlines Metrics 62

ProProfs Blog

SEPTEMBER 17, 2021

Imagine asking the above questions in a market research survey. The above survey questions fall in the category of leading questions and loaded questions. Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more.

Surveys 78

Surveys Airlines Customer Service Accountability 78

Beyond Philosophy

DECEMBER 8, 2023

10:19 Colin shares how he discovered that he wasn’t really as loyal to Delta Airlines as he thought he was. Complete this short survey. Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. How can we help? Please tell us how we are doing!

Airlines 221

Airlines Consulting Consulting Education 221

ShepHyken

OCTOBER 20, 2024

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. My Comment: We continue to learn from some of the best and most recognized brands.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. The survey was carried out online. luggage is.

Airlines 40

Airlines Customer Service Surveys Personalization 40

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring. 4) Customer surveys have power.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. If this airline has primarily leisure travelers (i.e. Wrong Customer Experience.

Customer Experience 368

Customer Experience Airlines Customer centricity Surveys 368

Stratifyd

MAY 14, 2019

The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. So, are airlines actually motivated by commitment to customers, or are they just focusing on the pricing competition to get more business? If so, you’re one of few.

Airlines 40

Airlines Entertainment Surveys Upselling 40

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. 5, while airlines All Nippon Airways and Singapore Airlines secured the No.

Customer Service 52

Customer Service Airlines Transportation Surveys 52

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In my example, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 74

Surveys Airlines CRM Feedback 74

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Why the average customer satisfaction survey doesn’t work. If you’ve ever taken a customer satisfaction survey, odds are it looked something like this: . You may not have even considered it a survey.

Surveys 102

Surveys CRM Feedback Airlines 102

Interaction Metrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. You Can Have a Good Survey.

Surveys 62

Surveys Airlines Metrics Feedback 62

Interaction Metrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! You Can Have a Good Survey.

Surveys 62

Surveys Airlines Metrics Feedback 62

Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. And the easiest way to get customer feedback is by using customer satisfaction surveys. And the easiest way to get customer feedback is by using customer satisfaction surveys. Table of Contents What is a customer satisfaction survey?

Surveys 52

Surveys Feedback Customer effort Customer Support 52

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. Help you improve your website?

Customer Service 218

Customer Service Airlines Employee engagement Morale 218

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 60

Surveys Airlines CRM Feedback 60

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 Airline customer satisfaction declines. All but four of the largest airlines saw passenger satisfaction decline in the past year. Alaska Airlines rises 1 percent to tie for second place. percent to 78.

Airlines 40

Airlines Surveys Customer Service Customer Experience 40

ShepHyken

NOVEMBER 23, 2020

Southwest Airlines knows this – they excel by putting employees at the center of their business. My Comment: As long as we’re learning from Chewy.com in our first article, how about we learn from Southwest Airlines. How Useful Are Likelihood to Recommend Surveys? by Utpal Dholakia Ph.D. by EHL Insights.

Customer Service 229

Customer Service Airlines Surveys Contact Center 229

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge. Customers want to be heard, and businesses want to truly understand how customers really feel.

Airlines 40

Airlines Benchmark Feedback Contact Center 40

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge. Customers want to be heard, and businesses want to truly understand how customers really feel.

Airlines 40

Airlines Benchmark Feedback Contact Center 40

Beyond Philosophy

AUGUST 14, 2017

In one survey, 56 percent of respondents said they’d like to see a more authentic, location-based experience in airports. But with high passenger volume, airline cost-cutting measures, carry-on baggage restrictions and ever-changing security and airline rules, flying can still be stressful and unpleasant. PR Nightmare!

Airlines 0

Airlines Consulting Consulting Customer Experience 0

Beyond Philosophy

AUGUST 9, 2019

Every time I fly back and forth to England, they send me a survey. However, I never fill out the survey unless I had either a very good or very poor flight. This survey is an example of why VOC data measurement is flawed. They want to know more about my experience on the flight.

Airlines 262

Airlines Surveys Consulting Consulting 262

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Would you ever use that airline again?

Customer Experience 249

Customer Experience Airlines Average Handle Time Contact Center 249

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 54

Surveys Airlines Feedback Analytics 54

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 48

Surveys Airlines Feedback Analytics 48

Beyond Philosophy

AUGUST 6, 2022

From theme parks to airlines, the responses to my rant revealed issues that seem to encompass a wide range of businesses. Complete this short survey. Interestingly, it is not simply a case of a single company or industry experiencing failures; the problem is everywhere. Specifically, we look at Brexit and economic downturn in Europe.

Airlines 243

Airlines Consulting Consulting Customer Experience 243

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) Complete this short survey. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. That’s a nightmare. Click here to join the other 70,000 subscribers. How can we help?

Airlines 170

Airlines Consulting Consulting Surveys 170

Toister Performance Solutions

JANUARY 29, 2019

I then launched a survey to ask readers for their feedback on three cover options. The survey was up for just a few days and a 135 people responded. After all, more than half of all survey respondents picked that option. Fortunately, I also included a comment field in the survey. Here were the results: Option A (28%).

Surveys 53

Surveys Airlines Accountability Feedback 53