1time Airline
1time Customer Survey Index programme beneficial to airline’s customers
- A Customer Survey Index (CSI) programme launched during February 2011 by 1time Airline is helping the low cost carrier ensure that it maintains its high level of customer service.
1time has deployed the services of MRM SUPPORT, in order to extract vital feedback from its clientele. The management team at MRM, together with their respective teams, are responsible for gathering comments from 1time’s passengers on a monthly basis.
The programme utilises a predetermined set of questions related to service delivery to determine the level being offered to and experienced by 1time’s customers. All of the answers are rated on an established score rating, collated, and placed in a statistical document capturing the various results.
A set of verbatim listed documents, plus the all important monthly statistics documentation, form the core of the feedback process.
Rodney James, Chief Executive Officer of 1time Airline, says that the survey will ultimately benefit its passengers.
“Customer satisfaction is a crucial component of our business, as we strive to ensure that our customers return time and again. The statistical data obtained from the survey will allow us to continue to strive towards the high standards of customer satisfaction we set for ourselves, as well as strengthen performance and level of service where necessary.”
Feedback is provided on a monthly basis, and all relevant information is sent to the 1time board of directors and all departmental heads for review and action.
“There has been a distinct improvement in related scoring seen after the first six months in most categories in which customers were surveyed. Thus, owing to these positive results, we are likely to carry out the survey for the foreseeable future, which will result in even better and more efficient value for our loyal customers. ”
