There’s no two ways about it: COVID-19 has thrown the travel and airline industry into disarray like never before.
Customer experience in the airline industry is complex and meandering, formed from a massive range of different elements — all the way from purchasing tickets to picking up luggage at the final destination.
Airlines should look to evaluate the following customer satisfaction metrics:
- CSAT scores
- Net Promoter Score
- Adoption rate
- Channel volumes
- Interaction numbers and response times
- Efficiency
- Repeat customers and customer retention
- Employee satisfaction