Latest Customer Experience Research reports shine a light on customer satisfaction across SkyTeam

These reports showcase SkyTeam’s most recent Net Promoter Score with SkyTeam products such as SkyPriority and SkyTeam Branded Lounges, and customers’ overall familiarity with the SkyTeam brand.

They also provide insight into what our customers are saying about specific touchpoints within SkyTeam Hubs, giving us a detailed picture of performance at 40 of the alliance’s Hubs around the world.

The information helps us to identify what’s working well across SkyTeam, and where improvements can be made. It enables us to get a customer-eye view of the effectiveness of key areas such as SkyPriority and SkyTransfer, as well as creating a more accurate benchmark of performance across member airlines and airports by uniting customer satisfaction research under one consistent SkyTeam-led methodology.

This will help us and our members to significantly improve customer satisfaction across the alliance, and enhance our NPS score.

Together with our customer experience research member colleagues, SkyTeam has also recently integrated the biggest development in years within our ongoing Customer Research monitor. A brand-new modular structure for our customer satisfaction survey will be implemented next week, giving customers greater flexibility and personalization to tailor the survey questions around their unique experience of SkyTeam.

After completing the first set of key questions relating to SkyTeam KPIs, customers will be able to opt-in to a customized modular section, allowing them to choose which additional survey sections they would like to complete.

Koen Coppens, SkyTeam’s Manager Advertising Strategy & Customer Insights, said: ‘The new survey will help us better meet customer expectations by providing an optimized digital experience. A short mandatory survey section, followed by optional modules, will enable us to maximize response rates for critical questions surrounding our KPIs whilst giving customers the option to provide additional insights on topics of their choice, either on the spot or at a later time.’

The Customer Experience Research reports are published on SkyPlace. SkyTeam members can request personalized copies of the reports by contacting Koen on koen.coppens@skyteam.com.