Air India Conducts Daily Customer Satisfaction Surveys, Says CEO Campbell Wilson

Air India, under the leadership of Tata Group since January last year, is actively working towards enhancing its services. In its pursuit of improvement, the airline has implemented a digitalized customer feedback mechanism that involves sending out daily questionnaires to passengers. This proactive approach has yielded a positive response, with a significant number of customers participating in the feedback process. Since March, Air India has been utilizing these questionnaires to identify areas in need of enhancement in order to meet and exceed customer expectations.

According to an official statement by the airline, the customer feedback mechanism, based on the Net Promoter Score (NPS), has garnered an impressive response of over 140,000 submissions within a span of three months.

On Friday, Air India’s CEO and Managing Director, Campbell Wilson, addressed the staff and announced that the airline has expanded the NPS framework to cover the entire physical customer journey. This includes various touchpoints such as check-in procedures, lounge facilities, the in-flight experience, and the arrival process. Furthermore, the airline intends to extend the NPS system to also cover the online and call center experiences, ensuring a comprehensive evaluation of customer satisfaction across all channels.

We have received over 140,000 responses to the questionnaires that are being sent out every day.

Ultimate Goal

The spokesperson expressed satisfaction with the progress made in NPS compared to last year’s benchmark, although there is still some way to go to reach our ultimate goal. There are several areas in which we are performing exceptionally well.

Currently, domestic and short-haul international routes have received high scores, as well as airport operations in Pune, Kolkata, and Trivandrum.

As expected, the long-haul routes operated by our older 777 and 787 aircraft have not received favorable ratings due to outdated seats and in-flight entertainment systems. This is precisely why we are planning to refurbish these interiors starting next year, aligning them with the state-of-the-art facilities on our new aircraft fleet!

The press release highlights that the NPS mechanism represents a significant shift from a paper-based feedback system to a sophisticated digital interface. It identifies key factors that influence customer satisfaction at every touchpoint, including on the ground, on board, and post-flight experiences, effectively capturing the sentiments of our customers.

Air India intends to expand the implementation of the NPS mechanism to assess improvements across all operations, including services provided by caterers, ground handling agents, and airport operators.

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