Customer Bliss

APRIL 4, 2017

Southwest Airlines has an industry-standard approach to promoting people from within. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. Episode Overview. About Sonya.

Airlines 204

Airlines Hospitality Leadership Connections 204

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries. percentage-points.

Airlines 120

Airlines Customer Experience Industry Customers 120

InMoment XI

MARCH 13, 2020

Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! This article was originally published by Inmoment.

Airlines 417

Airlines Customer Experience Survey Customers 417

InMoment XI

JULY 17, 2014

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). View Article

Customer Satisfaction 227

Customer Satisfaction Survey Airlines Customers 227

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.

Net Promoter Score 150

Net Promoter Score Survey Airlines CRM 150

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.

Net Promoter Score 150

Net Promoter Score Survey Airlines CRM 150

Helen Dewdney

MARCH 7, 2022

Many airlines have not treated customers well, such as British Airways taking advantage of the law not being clear on refunds. We have seen in the UK a number of airlines offering vouchers instead of refunds for trips that passengers could not take due to the pandemic. LinkedIn survey results. And, of course, it works both ways.

Airlines 57

Airlines Customer Service Chatbots Poor Customer Service 57

InMoment XI

JULY 17, 2014

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). View Article

Customer Satisfaction 200

Customer Satisfaction Survey Airlines Customers 200

Zonka Feedback

DECEMBER 21, 2023

Setting out on a journey goes beyond the mere transit from one destination to another; it's about crafting experiences that linger in the minds of passengers long after the flight touches down.

Airlines 52

Airlines Survey Feedback Management 52

ShepHyken

JANUARY 26, 2022

I’m getting survey fatigue. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.

Survey 123

Survey Rewards Programs Airlines Hotels 123

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

Airlines 52

Airlines Loyalty Self Service e-support 52

ShepHyken

AUGUST 18, 2021

We surveyed 1,000 consumers in the U.S. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc.

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

Innovative CX

MAY 10, 2023

In today’s environment, surveys seem to be everywhere. As consumers, there’s no question we are inundated with surveys, lots of them. We are sent a survey after every transaction, online, at the coffee shop, when our car is repaired, at the post office, or after we complete a chat or conclude a phone call with a representative.

Survey 59

Survey Airlines Exercises Customers 59

NICE inContact

APRIL 6, 2018

Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. Offer multiple channels for surveys.

Customer Satisfaction 136

Customer Satisfaction Survey Airlines Retail 136

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 Travel Survey 40

InMoment XI

NOVEMBER 23, 2022

Sample size is a term used in research and statistics that defines the total number of subjects, samples, or observations included in a survey or experiment. . And if an online survey were to return 11,328 completed questionnaire forms, then that’s a sample size of 11,328.

Travel 260

Travel Study Airlines Survey 260

Blake Morgan

OCTOBER 20, 2022

United Airlines flight attendants created their own version of NPS. Flight attendants have the opportunity to provide feedback on the following statements : I feel my contributions to our airline are valued. It’s tough to work in the airline industry these days. And it doesn’t look good for United Airlines management.

NPS 98

NPS Airlines Management Employee Experience 98

Experience Matters

JANUARY 21, 2020

These reports are based on a survey of 10,000 U.S. Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. consumers and examine almost 300 companies over 20 industries.

Industry 201

Industry Consumers Feedback Insurance 201

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 Customer Satisfaction Hotels Travel 40

Qualtrics

MARCH 25, 2021

Video surveys aren’t new in market research. What is a video survey? The basic definition of video surveys : Companies ask customers specific questions about the brand, brand experience, product feature, etc. Benefits of using video question types in your survey. Authenticity is another benefit of video surveys.

Video 49

Video Survey Airlines Feedback 49

Thematic

JANUARY 17, 2019

Collected all of your survey data? If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not alone. Use this post as a guide to lead the way to execute best practice survey analysis in 2019. Customer surveys can have a huge impact on your organization.

Analysis 98

Analysis Survey Data How To 98

SurveySensum

JULY 13, 2023

The answer lies in leveraging the power of retail surveys. After one week of receiving the products, you received a Whatsapp Survey from the brand to rate their products. Conclusion How To Improve Retail Customer Experience With Surveys? Why Survey? Why you should not send surveys at this point?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

The answer lies in leveraging the power of retail surveys. After one week of receiving the products, you received a Whatsapp Survey from the brand to rate their products. Conclusion How To Improve Retail Customer Experience With Surveys? Why Survey? Why you should not send surveys at this point?

Retail 52

Retail Survey Tools Customer Experience 52

Gainsight

MARCH 31, 2020

We surveyed CEOs, CROs, and CCOs of late stage private cloud companies (e.g., The first learning came from the survey responses themselves. We emailed a population of 82 respondents and received 41 surveys back. We also have a number of customers in hard hit industries like airlines and hospitality.”

Survey 105

Survey Industry Airlines Hospitality 105

InteractionMetrics

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.

Survey 52

Survey Airlines Metrics Interaction 52

GetFeedback

JUNE 10, 2019

Even though we know how important understanding your customers’ needs are, we often fail in designing surveys and forms that actually work–forms that are easy for customers to fill in and for your team to process and extract conclusions from. Follow these tips to design feedback surveys that your customers will want to fill in.

Feedback 199

Feedback Survey Conference Airlines 199

InteractionMetrics

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.

Survey 52

Survey Airlines Data Metrics 52

Experience Matters

MARCH 24, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. UPS delivers the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings.

Customer Experience 180

Customer Experience Airlines Industry Survey 180

Horizon CX

OCTOBER 2, 2023

An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight. SUPERVISOR: Scott, we need more surveys. ME: Well, I am interested to know how many surveys we got last week, and how many we need this week. When we get one bad survey, we must get eight good surveys. Get more surveys.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Michel Falcon Experience

AUGUST 13, 2014

Every company, regardless of size or industry, must use surveys to improve their customer experience. They often cover up these challenges by saying “surveys don’t work.” One of the greatest challenges in using email surveys is having your customers open and complete them. Not keeping the customer survey lean.

Survey 147

Survey Net Promoter Score Case Study NPS 147

Customer Bliss

JULY 29, 2021

I’ve had the great honor of working with Southwest Airlines for many years and spent a lot of time talking to, not only Herb Kelleher, but Colleen Barrett who was the president (now president emerita). One of the things that we often do in this work is ask people how we’re doing and that’s our survey score.

Leadership 185

Leadership Airlines Customers Measurement 185

InMoment XI

JANUARY 2, 2013

As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. Occasionally, I will receive a survey from an airline. I am always amazed at the wide variability in service; some stellar some catastrophically poor. As such, I am always keen to offer opinions, even when unsolicited via social media.

Social Media 200

Social Media Airlines Survey 200

InMoment XI

JANUARY 2, 2013

As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. Occasionally, I will receive a survey from an airline. I am always amazed at the wide variability in service; some stellar some catastrophically poor. As such, I am always keen to offer opinions, even when unsolicited via social media.

Social Media 200

Social Media Airlines Survey 200

InMoment XI

JANUARY 2, 2013

As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. Occasionally, I will receive a survey from an airline. I am always amazed at the wide variability in service; some stellar some catastrophically poor. As such, I am always keen to offer opinions, even when unsolicited via social media.

Social Media 200

Social Media Airlines Survey 200

Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries.

Industry 159

Industry Transportation Airlines Hotels 159

NICE inContact

AUGUST 9, 2018

CSAT surveys are generally sent on a regular basis (monthly or quarterly) and are not tied to specific service interactions (more on that later). You can read more about building great CSAT surveys here. Customer service is prepared to handle issues related to the gap in product functionality. Net Promoter Score (NPS).

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

GetFeedback

JULY 19, 2019

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

ROI 309

ROI How To Touchpoint Hotels 309