Customer service is the most important element in creating a great passenger experience, according to a survey by Customer Service Experts Inc.
The survey of 100 people was conducted at the ARN 2015 Revenue Conference & Exhibition in March.
Seventy-nine percent of those surveyed chose customer service as the most important element. In addition, 50 percent of respondents said they feel strongly that customer service impacts passengers’ buying decisions.
Employees are the key, the CSE survey suggests. The survey found that 75 percent of respondents agreed that passenger experience is driven solely by front-line employees, as opposed to 58 percent who agreed in the same survey last year.
“At CSE, we find this trend interesting in that this year, more emphasis is being placed on the front lines for service delivery, as opposed to other factors such as leadership, culture or processes,” says Lise D’Andrea, president and CEO of CSE.
Respondents said service should be “efficient”, “consistent” and “courteous.” Those top three responses to the question “Airport service should be…” mimic the responses received last year.
Only 9 percent of respondents said they think airports are delivering well on their brand message, compared to 5 percent of respondents last year.
