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SkyTeam Alliance

SkyTeam Alliance. SKYTEAM ALLIANCE CUSTOMER SATISFACTION SURVEY Results Report 2nd Semester 2008 April 2008 - September 2008. Contacts SKYTEAM : Contacts TNS Sofres : Charles HAGEMAN Malcolm BROWN  + 31-20 64 95519  + 33 1 40 92 66 27 Sophie GRIS Emmanuelle DUPUIS

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SkyTeam Alliance

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  1. SkyTeam Alliance SKYTEAM ALLIANCECUSTOMER SATISFACTION SURVEY Results Report 2nd Semester 2008April 2008 - September 2008 Contacts SKYTEAM : Contacts TNS Sofres : Charles HAGEMAN Malcolm BROWN  + 31-20 64 95519  + 33 1 40 92 66 27 Sophie GRIS Emmanuelle DUPUIS + 33 1 41 56 75 52 + 33 1 40 92 66 28

  2. Contents IntroductionMethodologyInterpretation of the resultsExecutive Summary: - Overall Findings with main indicators - Alliance awareness - Overall rating SkyTeam benefits - Detailed Elite / Elite Plus benefits - Detailed transfer items - Overall rating SkyTeam airline performances - Overall rating SkyTeam airline performances Booking/Reservation - Overall rating SkyTeam airline performances Airport - Overall rating SkyTeam airline performances In-flight - Conclusions - RecommendationsTrendsDetailed Findings (Appendices): Booking / reservation details Airport experience details In-flight experience details Gap in customer satisfaction depending on the operating airline

  3. IntroductionThe survey’s objective is to track customer satisfaction in respect to the benefits offered by SkyTeam. • Changes since the previous semester • The main change to the barometer concerns the inclusion of 4 new Alliance members: China Southern, Air Europa, Copa Airlines and Kenya Airways. This report presents the results for the summer semester 2008 for the 14 airlines. Results are compared with the summer semester 2007 but only on the questionnaire base of the same 10 airlines of each semester (excluding the questionnaires of the 4 new members). • The questionnaire has been updated to include the 4 new airlines (version 5) and at the same time some minor word changes were made. • Objectives • Track satisfaction among SkyTeam passengers with respect to • the general and Elite benefits offered by SkyTeam, • the service provided during their trip with a SkyTeam carrier (booking, airport, in-flight) • Questionnaire Subjects • Flight and background information (date, flight number, travel class, travel reason, marketing and operating airline, age, gender, FFP etc.). • Reservations (method used, rating on 5 phone reservation service aspects and 3 airline website aspects). • Airport services (check-in airport, check-in method, rating on 10 airport services aspects, lounge visit, rating on 6 lounge aspects, transfer airport and rating on 3 transfer aspects). • In-flight services (rating on 14 in-flight aspects) • Overall impression of all the ground and in-flight services • SkyTeam awareness • SkyTeam benefits (rating on 8 SkyTeam benefits) • SkyTeam Elite / Elite Plus benefits (rating on 5 Elite / Elite Plus benefits)

  4. MethodologyA self-completion customer satisfaction tracking survey, bi-annual results analysis • Paper questionnaires, available in several languages, are distributed and collected by cabin crew to customers aboard SkyTeam flights. Only flights between SkyTeam hubs are sampled. • Each airline is responsible for organizing their questionnaire distribution and collection. • Measurement is continuous throughout the year. • All collected questionnaires are processed centrally in France, leading to the preparation of the semester survey report. Semester results are normally available 6 to 7 weeks after the end of the previous Semester. • The results are analyzed on the basis of the number of respondents to each question. Customers are invited to express their satisfaction using a 5 point response scale. The results are presented showing the percentage of customers for each satisfaction level, as well as in the form of a mean score out of 5. • The raw data is weighted in order for the results to be representative of the seat capacity per airline between SkyTeam hubs. On the following page the table presents the non-weighted and weighted summer semester 2008 sample. Due to the very big differences in the proportion of questionnaires per airline compared to the seat capacity, we have fixed maximum and minimum limits of respectively 5.0 and 0.1 in the weighting calculation, in order to avoid a too great distortion of the sample structure. • In order to compare the 2008 and 2007 results on a like to like basis, we have applied a second weighting to the 2008 results for the questionnaires from the 10 airlines common to both years. In the trends chapter the overall 2008 results are not identical to the results in the rest of the report due to the application of this specific weighting on a smaller sample size. However, the 2008 results are comparable to the 2007 results. • All results in this report are based on weighted results.

  5. MethodologyThe weighting is based on seats capacity per airline between SkyTeam hubs Weighting based on 14 companies applied to the summer semester 2008 results Weighting based on 10 companies applied to the summer semester 2008 results compared to 2007.

  6. Sample structure (Non-weighted base)City pairs sampled by airlines

  7. Guidelines in interpreting the results • A customer’s overall satisfaction at a given moment in time is influenced to a greater or lesser extent by SkyTeam’s performance on the detailed service attributes. It is this overall state of satisfaction that influences a customer’s loyalty and recommendation behaviour. By improving its performance on attributes that strongly influence customers’ overall satisfaction, SkyTeam will increase most efficiently loyalty and positive word of mouth communication. • In general, a dissatisfied customer expresses his dissatisfaction among 4 times more people than a satisfied customer expresses his satisfaction. A first objective of satisfaction surveys is to achieve a proportion of satisfied customers that is 4 times greater than the proportion of dissatisfied customers. In this way, the phenomena of word of mouth communication is controlled and negative communication does not exceed the reality. • The loyalty and recommendation behaviour is quite different between a customer who is totally satisfied and a customer who is only partially satisfied. In general, a customer who is totally satisfied is twice as likely to certainly use the service again and twice as likely to certainly recommend the service than a customer who is only partly satisfied. • Therefore, a double objective is required: • Reduce customer dissatisfaction so as to reduce disloyalty and negative word of mouth. • Transform customers from a state of partial satisfaction to a state of total satisfaction.

  8. Guidelines in interpreting the results Partial and total dissatisfaction should be analyzed as a whole. A dissatisfied customer is likely to be disloyal and to promote disloyalty among others. Dissatisfaction that exceeds 15% of the customer base requires an improvement action. The level of priority for the action will depend on the relative contribution of the attribute to overall satisfaction. It is almost impossible to totally eliminate dissatisfaction. If dissatisfaction concerns only a very small minority of the customer base (less than 5%), additional investment to further reduce this proportion is in most cases not justified. Partial and total satisfaction should be analyzed separately. An often fixed objective is to dispose of more customers “totally satisfied” than “partially satisfied”. The mean score represents the level of customer satisfaction using one value (on a scale from 1 to 5). The scores should be interpreted in the following way: 4.5 or more is a Very Good score, 4 to 4.5 is Good, 3.5 to 4 is Fair, 3.0 to 3.5 is Poor and less than 3.0 is Very Poor. Differences between mean scores are statistically significant if they are of at least a 10th of a point and if they are calculated on a base of 500 answers or more. When the answer base is between 50 and 500, a gap of at least 0.2 between mean scores is required before it is considered significant. Mean scores are presented with two decimals so that significant differences between scores can be clearly seen. Results on smaller answer bases require a bigger difference in the mean score to be considered significantly different. Results are not presented if the number of observations is less than 50.

  9. Alliance Awareness by customer nationalityQ24 – Prior to this trip, were you aware of the SkyTeam alliance? 52% of SkyTeam Airline nationals were aware of the SkyTeam alliance before boarding. Czech (75%) and French (64%) still have the highest awareness score whereas Chinese (34%) and Japanese (33%) have the lowest scores. Elite/ Elite+ passengers have clearly a higher awareness (90% on average), but Chinese Elite/ Elite+ passengers (69% awareness) are less likely than others to know the SkyTeam alliance. Total Kenyan results are not displayed due to a base <50 Elite/Elite+ Kenyan results are not displayed due to a base <50

  10. Alliance Awareness by Airline Frequent Flyer ProgramQ24 – Prior to this trip, were you aware of the SkyTeam alliance? Awareness of the SkyTeam alliance among the total sample is 53,6%. Air France / KLM remains the leading FFP with an awareness score of 77%. China Southern obtains the lowest score (42%). Awareness is greater among Elite plus passengers than Elite passengers (93% Vs 88%).

  11. Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied Overall rating SkyTeam benefitsQ25-8 Your overall satisfaction with SkyTeam alliance benefits? 77% of the passengers are satisfied overall with the alliance benefits and only 4% are dissatisfied. Moreover, the overall satisfaction mean score passes the 4.0 threshold. There is no significant differences in overall satisfaction between the different passenger groups Elite/ Elite+, frequent travellers and First/Business. Respondent base: Aware of SkyTeam before the trip

  12. Overall rating SkyTeam benefitsQ25-8 Your overall satisfaction with SkyTeam alliance benefits: analyzed byOperating Airline Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied There are significant differences between Airlines for the overall rating of SkyTeam benefits. Continental has the best mean score with 4.34. Five out of fourteen airlines have a score below 4.0. Aeroflot, Air Europa and Alitalia are somewhat detached from the others with the lowest mean scores (respectively 3.90, 3.88 and 3.79). Respondent base: Aware of SkyTeam before the trip

  13. Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied Q27 - SkyTeam benefits For passengers, the most satisfying SkyTeam benefit is the number of destinations served (with 86% of passengers being satisfied), just ahead of the ability to check-in only once for the entire trip (83%) and the ability to earn and redeem miles on any SkyTeam airline (79%). Three other benefits are less satisfactory (with mean scores below 4.0), and the airport service consistency whatever the airline used is clearly the least appreciated. Respondent base: Aware of SkyTeam before the trip

  14. Detailed Elite (Plus) benefitsQ23 Please rate the following special services you received as a SkyTeam Elite/Elite Plus member? Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied The priority check-in is still the most satisfactoryElite/Elite+ special service (4.18 mean score) but Elite/Elite+ passengers are less satisfied about Priority boarding. Thanks to the combination of a relatively high proportion of passengers “very satisfied” and a slight rate of “not at all satisfied”, the mean scores of “special recognition from cabin crew” and “preferred seating on this trip” reach the 4.0 threshold. Respondent base: SkyTeam Elite or Elite Plus members

  15. Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied Q21 Services when making a connection with another SkyTeam Airline Satisfaction mean scores in terms of services offered for interconnecting passengers remain below 4.0, with significant proportions of dissatisfied passengers. The time between connecting flights is significantly less satisfactory than the ease of transfer between connecting flights and the Airline staff assistance during transfer. Respondent base: Passengers who made a connection with another SkyTeam airline

  16. Overall rating SkyTeam airline performance by Operating AirlineQ26 Overall satisfaction with all ground and in-flight services offered for today’s flight. During long haul flights, satisfaction of First/Business Class passengers is higher than for those flying in Economy Class for all airlines except China Southern and KLM. Korean Air and Continental are the best scoring airlines among First/Business class passengers, Korean Air also among Economy class, while Alitalia and Delta Airlines obtain the lowest mean scores for both classes. LONG HAUL - First Business Class Copa Airlines has no long haul flight questionnaires, AeroMexico is not displayed due to a base <50. LONG HAUL - Economy Class Copa Airlines has no long haul flight questionnaires.

  17. Overall rating SkyTeam airline performance by Operating AirlineQ26 Overall satisfaction with all ground and in-flight services offered for today’s flight. On Short Haul flights the overall scores are good. First/Business Class passengers are more satisfied than Economy Class passengers except for China Southern, Air France and Alitalia where it is the opposite. Continental and Copa Airlines have the best mean scores among First/Business Class whereas Alitalia has the lowest. Copa Airlines also performs best among Economy Class whereas Air Europa has the lowest score. SHORT HAUL – First Business Class Kenya Airways has no short haul flight questionnaires. Korean Air, AeroMexico and Delta are not displayed due to a base <50. SHORT HAUL – Economy Class Kenya Airways has no short haul flight questionnaires

  18. Q11-1 Overall satisfaction with the airline telephone reservation service Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied On the whole, passengers are very satisfied with the airline telephone reservation service. The satisfaction scores are above 4.05 for all airlines, and passenger dissatisfaction is quite low. Copa Airlines and Continental are above the others with mean scores respectively of 4.57 and 4.53. Respondent base: Passengers who used the phone reservation service Kenya Airways is not displayed due to a base <50.

  19. Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied Q14-1 Overall satisfaction with the airline website experience Generally high levels of satisfaction about the airlines website experience, but with significant differences between the airlines. Copa Airlines has the highest mean score again, followed by Continental. All but two of the other airlines have scores that are quite close together, between 4.37 and 4.17. Air Europa and Alitalia are the only airlines with a mean score below 4.10. Respondent base: Passengers who used the airline website Kenya Airways is not displayed due to a base <50.

  20. Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied Q18 Your overall airport experience by check-in airport (1/2) Satisfaction levels with the overall airport experience vary significantly between check-in airports. Houston, Panama City and Seoul are in the lead, with mean scores exceeding 4.40. For half of the airports customer dissatisfaction remains very marginal (less than 5%) and the proportion of customers very satisfied varies from one third almost up to two thirds. Respondent base: All passengers Nairobi is not displayed due to a base <50

  21. Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied Q18 Your overall airport experience by check-in airport (2/2) Approximately one third of check-in airports obtain a mean score below the 4.0 threshold. Rome, Barcelona and especially Moscow are rather detached from the other airports, with mean satisfaction scores less than 3.8. Respondent base: All passengers

  22. Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied Q18 Detailed customer satisfaction in respect to the airport experience In comparison with the same semester last year, very similar results are observed: passengers are most satisfied with the check-in staff (friendliness & language skills). They are less satisfied with the information provided by airline gate staff in case of a delay and with the on-time departure. These two items, and “signs directing you to the lounge” obtain mean scores below the 4.0 threshold. Respondent base: All passengers

  23. Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied Q20 Services for the lounge you visited The overall level of services offered within the airport lounge is not entirely satisfactory. The mean score is below 4.0. Elite+ passengers have lower satisfaction, which may be caused by having higher expectations. In more detail, the condition & cleanliness of the lounge and its staff friendliness obtain more satisfactory results. There is significant passenger dissatisfaction with services: Internet facilities and the selection of newspapers/ magazines. Respondent base: Passengers who visited an airport lounge before boarding the flight

  24. Q21-1 Overall satisfaction with the Long Haul in-flight experience: analyzed by Operating Airline and Class. First/Business Class passengers tend to be more satisfied than Economy Class passengers with the Long haul in-flight experience. However, satisfaction levels differ significantly between airlines: among both classes, Korean Air obtains the highest scores whereas Alitalia and Kenya Airways are rather detached from the other airlines for Business Class and Alitalia also for Economy Class. LONG HAUL - First Business Class Copa Airlines has no long haul flight questionnaires. AeroMexico is not displayed due to a base <50. LONG HAUL – Economy Class Copa Airlines has no long haul flight questionnaires.

  25. Q21-1 Overall satisfaction with the Short Haul in-flight experience: analyzed by Operating Airline and Class. Continental obtains the highest scores among F/B Class, closely followed by Copa and Aeroflot. Alitalia is detached by more than 0.3 points from the other airlines. In Economy class, Copa Airlines and Korean Air have the best scores, whereas Air Europa and Alitalia stand out with the lowest ones. SHORT HAUL - First Business Class Kenya Airways has no short haul flight questionnaires. Korean Air, AeroMexico and Delta are not displayed due to a base <50. SHORT HAUL – Economy Class Kenya Airways has no short haul flight questionnaires

  26. Q27 Recommendation of the airline to a friend or colleague(by operating airline) Almost half of all passengers are extremely likely to recommend the operating airline to a friend or colleague. Copa Airlines stands out with the highest level of recommendation. The majority of airlines obtain an “extremely likely” score of more than 50%. Alitalia is somewhat detached from the other airlines with a mean score less than 4.0. Continental is not displayed due to a base < 50

  27. Q28 Recommendation of the Skyteam alliance to a friend or colleague (by operating airline) The recommendation intention for the SkyTeam alliance is slightly lower overall than it is for the airline. This overall trend is repeated for each airline except for AeroMexico, Air Europa and Alitalia that show a slightly higher mean score for the alliance. The recommendation results of the alliance by operating airline are nevertheless very similar to the recommendation of the airline. Continental is not displayed due to a base < 50

  28. Main Conclusions • SkyTeam Alliance Awareness • When comparing S2 2008 to S2 2007, the overall Alliance awareness among all SkyTeam passengers has decreased from 54% to 52%. Two significant evolutions concern a decrease in awareness among French and Dutch passengers. • Czech passengers are still the most aware of SkyTeam (3 quarters being aware of the Alliance). On the other hand, less than half of Dutch and Russian passengers, and only a third of Japanese passengers knew about SkyTeam before the flight. • SkyTeam Alliance benefits • No significant evolution is to be reported in both the overall and the detailed satisfaction with the SkyTeam Alliance benefits. However, mean scores are higher on all benefits, showing a trend towards improved passenger satisfaction. Differences in satisfaction still appear between the different Airlines: Passengers of Continental and Copa Airlines are the most satisfied overall with the benefits, while those flying with Aeroflot, Air Europa and Alitalia are the least satisfied. • Among the different benefits provided, the number of destinations served, the ability to check-in the entire trip at the originating city,the ability to earn/redeem miles on flights within the alliance and the access to lounges worldwide are the most satisfactory, with mean scores between 4.23 and 4.03. • With a mean score of only 3.79, the service consistency at the airport no matter which airline is used remains the least satisfactory benefit. • The ability of any employee from SkyTeam to address customer needs andthe coordination of flight schedules and convenience of connections, still obtain scores slightly lower than 4.0. • Elite / Elite + special services • A significant positive evolution is observed this Semester on all Elite / Elite + aspects in comparison with S2 2007. Three of these benefits now reach a mean score of 4.0. Only the benefits priority boarding and priority baggage handling are slightly below the 4.0 threshold. • Recommendation • About half of the customers extremely likely to recommend operating airline (49%) and SkyTeam Alliance (44%).

  29. Main Conclusions • Reservations • Thetelephone reservation service remains satisfactory this Semester: all airlines obtain results above 4.0 (mean score 4.38 out of 5), without significant evolutions. Users of the telephone reservation services of Copa Airlines, Continental and Korean Air show the highest levels of satisfaction. • Regarding the Airlineweb site, the experience also remains at a good level (overall mean score of 4.31), users of Copa Airlines and Continental Airlines being the most satisfied. • Airport services • Overall, the airport experience remains at the same level as last year: the overallsatisfaction is at a good level (4.07 vs 4.04 in S2 2007). Big differences exist depending on the check-in airport considered, which probably explains the dissatisfactions about the service consistency. Houston, Panama City and Seoul have the best scores, Houston and Milan have improved significantly, whereas no airports have decreased significantly. • During the same period, there has been a small increasein the satisfaction scores on all the services offered at the check-in airports. The language skills and the friendliness of the check-in staff remain the most satisfying aspects, while the information provided in case of a delay and the on-time departure being the less satisfactory aspects. • Satisfaction with the lounge visitedremains slightly below the 4.0 threshold. The scores overall and for each lounge service are almost the same when compared to S2 2007. Improvements are nonetheless expected on the Internet facilities and the selection of newspapers in particular. • Finally,there have been significant increases in the mean scores for all three services offeredfor interconnecting passengers compared to S2 2007, with the biggest increase for the ease of transfer between connecting flights (+0.23). • In-flight Services • First/Business class passengers tend to be more satisfied with overall in-flight services than those flying in Economy class. In terms of significant evolutions on long haul, Air France has increased for its Economy class passengers and Delta has decreased for F/B class. On short haul, Continental has increased for both classes and Air France has also increased for F/B class.

  30. SkyTeam Alliance TrendsA comparison between Summer 2008 and Summer 2007 on the basis of the 10 airlines included in the barometer in 2007.

  31. Interpreting the trends results This trends chapter provides an analysis of how the barometer results have evolved from one year to the next.The 2008 results have been recalculated using a weighting that allows a comparison with the 2007 results on the basis of an identical sample structure (10 airlines).Due to this re-calculation, the 2008 results presented in this trends chapter are not necessarily identical to the 2008 results in the rest of this report. This is normal due to the specific weighting applied to the 2008 results used in the trends chapter.Only results for the total operating airline (the variable on which the weighting is based) are identical in this trends chapter and the rest of this report.The true 2008 results, corresponding to the actual 14 member Alliance, are presented in the executive summary chapter and in the appendix of this report.The 2008 scores in this trends chapter should not be interpreted as the 2008 results. The trends chapter has the sole objective of evaluating results evolutions on a like to like sample structure.

  32. Alliance Awareness by nationalityQ24 – Prior to this trip, were you aware of the SkyTeam alliance? In comparison with the same semester the previous year, overall awareness has decreased by 2 percentage points: 52% of all passengers knew about the Alliance before the trip. Among different nationalities, it is worth noting the significant decrease in awareness among French and Dutch nationals (respectively -10 & - 17 points).

  33. Overall rating SkyTeam benefitsQ25-8 Your overall satisfaction with SkyTeam alliance benefits: analyzed byOperating Airline No significant changes in comparison with S2 2007 on the satisfaction with SkyTeam benefits overall, however a trend towards an increase with the mean score passing the 4.0 threshold. When analyzing the results by operating airline, Continental and Aeroflot passengers show an increase in satisfaction. Respondent base: Aware of SkyTeam before the trip

  34. Q27 - SkyTeam benefits Mean scores are slightly higher in 2008 than in 2007 on all of the benefits, showing a clear trend towards improved passenger satisfaction, but it follows the same ranking. Respondent base: Aware of SkyTeam before the trip

  35. Detailed Elite (Plus) benefits As for other benefits, there is a significant positive evolution of the satisfaction on all of the dedicated services for Elite/Elite+ passengers. For each benefit, the mean scores increase by at least 0.10 points. Respondent base: SkyTeam Elite or Elite Plus members

  36. Q21 Services when making a connection with another SkyTeam Airline The evolution in customer satisfaction between S1-2007 and S1-2008 in terms of connection services is positive. The satisfaction mean score for “ease of transfer between connecting flights” increases by more than 0.2 points. For the “airline staff assistance during transfer” and “time between connecting flights” the increase is less important but nevertheless significant (0.1 point). Respondent base: Passengers who made a connection with another SkyTeam airline

  37. Overall rating SkyTeam airline performance by Operating Airline (1)Q26 Overall satisfaction with all ground and in-flight services offered for today’s flight. Overall satisfaction with all ground and in-flight services offered to First/Business class passengers shows a slight increase overall. For long haul, satisfaction increased significantly among Air France passengers (+0.31) but it decreased among Delta passengers (-0.27). For short haul, it also increased significantly among Continental (+0.21) and KLM passengers (+0.38). Respondent base: Total AeroMexico and Aeroflot are not displayed due to a base <50. Delta, Korean Air, AeroMexico and Aeroflot are not displayed due to a base <50.

  38. Overall rating SkyTeam airline performance by Operating Airline (2)Q26 Overall satisfaction with all ground and in-flight services offered for today’s flight. Economy class passengers show a small increase in satisfaction on long and short haul flights (+0.10). On short haul flights, Continental and Air France passengers satisfaction have both increased significantly (+0.26). On long haul flights, Air France and AeroMexico passengers show increased satisfaction (respectively +0.40 & +0.21) compared to the same semester last year. Respondent base: Total Delta is not displayed due to a base <50.

  39. Q11-1 Overall satisfaction with the airline telephone reservation service There is a small change (+0.07) in overall satisfaction with the telephone reservation service on the total sample. Furthermore, each airline shows a higher satisfaction score than the previous year, most notably for AeroMexico (+0.22) and KLM (+0.20), except Alitalia which has a decrease of 0.12 points. Respondent base: Passengers who used the phone reservation service

  40. Q14-1 Overall satisfaction with the airline website experience Overall, satisfaction with the airline websites remains at the same good level as for Q2 2007. Each airline shows a good satisfaction level (above 4.0) and the scores are very similar to the previous year. The most notable change is a decrease for AeroMexico (-0.18). Respondent base: Passengers who used the airline website

  41. Q18 Your overall airport experience by check-in airport Satisfaction with the overall airport experience has slightly increased compared to S2 2007, but this is not significant. There are significant differences depending on the check-in airport. Satisfaction has significantly increased at Milan and Paris, whereas the most notable decreases are at Mexico and Moscow airports. Moscow still stands out with a much lower satisfaction score (3.22, and lower than the year before). Respondent base: All passengers

  42. Q18 Detailed customer satisfaction in respect to the airport experience On every airport experience aspect, the 2008 mean score is higher than that in S2 2007: the increasing trend in customer satisfaction with the airport experience is clear to see, even though individual evolutions are not statistically significant. Respondent base: All passengers

  43. Q20 Services for the lounge you visited Concerning the overall airport lounge experience, the 2008 mean score is equal to that of S2 2007. On the detailed services there are no significant changes. The services with the lowest scores are “Internet facilities” and “selection of newspapers/magazines”. Respondent base: Passengers who visited an airport lounge before boarding the flight

  44. Q21-1 Overall satisfaction with the Long Haul in-flight experience: analyzed by Class and Operating Airline. No change overall in the long haul in-flight experience for First/business Class passengers and the only significant change at airline level is a decrease for Delta (-0.23). Other trends are an increase for Air France (+0.19) and a decrease for Czech Airlines (-0.15). For Economy Class passengers, there are no major evolutions at an airline level except for Air France (+0.28). Alitalia remains the only airline with a satisfaction level under 4.0. Long Haul Flights First/Business Class AeroMexico and Aeroflot are not displayed due to a base <50. Long Haul Flights Economy Class

  45. Q21-1 Overall satisfaction with the Short Haul in-flight experience: analyzed by Class and Operating Airline. A small satisfaction increase on short Haul flights for First / Business Class from S2 2007 to S2 2008 (+0.1): The only two significant evolutions are increases for Continental and Air France (both + 0.21). For Economy Class passengers, the only significant evolutions is an increase for Continental (+0.30). Short Haul Flights First/Business Class AeroMexico, Aeroflot, Korean Air and Delta are not displayed due to a base <50. Short Haul Flights Economy Class Delta is not displayed due to a base <50.

  46. SkyTeam Alliance Appendices

  47. Alliance Awareness analyzed by marketing Airline Q24 – Prior to this trip, were you aware of the SkyTeam alliance? The percentage of customers aware of the SkyTeam alliance does vary significantly according to the Marketing airline. Passengers who purchased their tickets from Alitalia and China Southern have a much lower awareness than other Marketing airlines (respectively 43.8% and 38.3%, the average being 51.8%).

  48. Overall rating SkyTeam benefitsQ25-8 Your overall satisfaction with SkyTeam alliance benefits: analyzed by Marketing Airline Not at all satisfied Not satisfied Neither satisfied, Satisfied Very satisfied nor dissatisfied There are significant differences in customer satisfaction depending on the Marketing airline considered. Continental is leading the way and is closely followed by Copa Airlines. Kenya Airways, China Southern, Delta and Aeroflot all have mean scores of 4.10 or above. KLM, Air Europa, Air France and Alitalia have lower mean scores due to a smaller proportion of “very satisfied” passengers. Respondent base: Aware of SkyTeam before the trip

  49. Detailed Elite (Plus) benefits.Q23-1 Priority check-in at dedicated counters analyzed by Operating airline Continental remains the leader regarding this benefit (4.56), followed by Korean Air (4.36) and Copa Airlines (4.35). Alitalia and Aeroflotstand out with scores significantly lower than the average.

  50. Detailed Elite (Plus) benefits. Q23-2 Priority baggage handling analyzed by Operating airline. Only four airlines show scores above 4.0: Continental, which remains the leader in priority baggage handling for Elite/Elite+ passengers, Korean Air, China southern and Copa Airlines. With mean scores close to 3.50, Air Europa, Aeroflot and Alitalia are significantly lower than the other operating airlines.

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