스냅차트

Measuring Covid-19’s Impact on Airline Customer Experience

NPS Prism data reveals that, while safety is the top concern, other “moments of truth” can still matter.

스냅차트

Measuring Covid-19’s Impact on Airline Customer Experience
en

The pandemic has redefined what it takes to deliver a great customer experience in the airline industry.  Some of the changes are intuitive, such as a renewed customer focus on traveler safety. But even when customer needs are relatively clear, some airlines are adapting more quickly and successfully than others.

Since the start of the pandemic, airlines have instituted new safety measures and policy changes, including a comprehensive cleanliness battery designed to make airplane interiors as safe as possible.  Net Promoter ScoreSM (NPS®) data suggests that airlines that more successfully address these safety concerns are rewarded with higher customer NPS scores.

But in this new Covid-19 world, do customers care about anything other than travel safety?  Yes they do—the customer’s loyalty to an airline is driven by experiences across multiple “moments of truth.”

For Our Clients

NPS Prism℠

Prioritize the customer interactions that matter most. NPS Prism is a unique customer experience benchmarking service that guides your creation of game-changing customer experiences. Learn more →

Using episode-level data from NPS Prism we can see that some trip activities, such as redeeming loyalty program miles for a cabin upgrade or vacation package, continue to delight customers despite the pandemic.  Other activities, such as flight cancellations and rebookings, have become even more important “moments of truth,” in which a customer’s loyalty can be maintained or lost. 

These insights are snapshots in time across the full customer base.  Things get even more compelling when examined by customer segment (e.g., business vs. leisure), reservation channel (e.g., digital-first vs. call center) and other factors linked to airline economics.  In the coming months we will share a series of insights about the emerging customer experience during Covid-19 recovery, and highlight what matters most to NPS, loyalty and airline financial performance. 

Subscribe Now

Bain’s Monthly Global Air Traffic Recovery Scenarios

Subscribe to receive our Air Traffic Forecast in your inbox each month.

About the Research

Data powered by Dynata, a leading global first-party data and insights platform.

NPS Prism® is a registered trademark of Bain & Company, Inc.

Net Promoter Score℠ is a service mark, and NPS® a registered trademark, of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

태그

베인에 궁금하신 점이 있으신가요?

베인은 주저 없이 변화를 마주할 줄 아는 용감한 리더들과 함께합니다. 그리고, 이들의 담대한 용기는 고객사의 성공으로 이어집니다.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks and Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.