Measuring the Effectiveness of Airline Customer Service: Key Metrics to Watch ✈️
Are you an airline industry newbie? No problem! We’ll break down the key metrics you need to keep an eye on to measure the effectiveness of airline customer service. We understand the importance of satisfied customers because they often determine the revenue and success of the airline! Let’s dive in and find out what key metrics to watch out for.
On-Time Performance (OTP) ⏰
On-time performance (OTP) is a crucial factor in measuring airline customer satisfaction. OTP is the percentage of flights that depart and arrive at their scheduled time. Keep in mind that customers often consider it a critical factor because nobody wants to be left waiting for their delayed flight at the airport.
One of the OTP metrics to watch out for is the average delay time. By calculating the delay time, the airline can analyze the reasons behind the delay, such as weather conditions, mechanical problems, and other variables that may disrupt flight schedules.
Involuntary Denied Boarding ✈️
Involuntary denied boarding (IDB) is commonly referred to as “bumping,” which occurs when airlines oversell tickets for a flight to maximize their revenue. As a result, some passengers will be denied boarding the flight, and those affected passengers may experience a lot of frustration and disappointment.
IDB is commonly measured by the number of passengers voluntarily or involuntarily denied boarding per 10,000 passengers. Airlines should keep track of their boarding processes and ensure they do not overbook flights.
Customer Satisfaction 🤗
It may seem obvious, but customer satisfaction is the ultimate goal of measuring the effectiveness of airline customer service. Customer satisfaction can be measured by several factors, such as the quality of customer service, in-flight entertainment, and food/drinks served during the flight.
One crucial metric for customer satisfaction is the Net Promoter Score (NPS), which measures how likely passengers are to recommend the airline to friends and family. NPS is a valuable metric for airlines because it provides a direct correlation between customer satisfaction and revenue.
Baggage Handling 🧳
Baggage handling is a detractor from customer satisfaction when it comes to airline travel. Passengers expect their baggage to arrive at their destination at the same time they do. Unfortunately, baggage can get lost, damaged, or delayed, which creates frustration and anger among passengers.
The baggage handling metric to watch out for is the mishandled baggage rate, which measures the number of mishandled bags per 1,000 passengers. Airlines need to take a proactive approach to baggage handling by investing in advanced baggage handling systems and effective communication with passengers about their luggage.
Customer Complaints and Feedback 🗣️
It’s always beneficial for the airline to listen to customer complaints and feedback actively. An airline that values and prioritizes customer feedback can significantly improve its customer service.
Airlines can measure customer complaints and feedback by tracking the number of complaints per 1,000 passengers. Tracking the complaints will help airlines identify the underlying issues that passengers face and opportunities for improving their customer service.
✈️ In conclusion…
By implementing the metrics discussed in this post, airlines can gauge their overall performance and customer service effectiveness. Focusing on customer satisfaction and measuring key metrics will enable airlines to improve their services and maintain customer loyalty.
Now that you have a clear understanding of airline customer service metrics, you can start measuring and analyzing the effectiveness with ease! 🙌