Gulf Air records positive results in quarterly customer service feedback analysis
Gulf Air has released the results of its quarterly customer service analysis. Customer comments for the period from January to March 2012 revealed an overall 27% increase in compliments and a 31% decrease in complaints compared to the same period last year. During the same period the airline witnessed a 23% increase in passenger numbers.
Feedback categories included cabin appearance, technical, in-flight services and ground services. In terms of compliments, customers have particularly praised cabin services, inflight and ground services for which feedback from customers have been significant ranging from 58% to 28% increase over last year.
Complaints reduced significantly with most notable improvement in the areas of in-flight services, technical issues and Frequent Flyer Program recording improvements of 75%, 31% and 30% respectively. Areas recording a slight increase in complaints were product and corporate policy which covers complaints on station closures, upgrade policy and excess baggage policy.
Gulf Air chief services officer Marcus Bernhardt said, “The results are further testimony to our continuous efforts towards improving our customer service across all fronts. We have embarked on an aggressive revamping of our products and services over the past two years that have received excellent feedback from customers leading to us winning a few awards such as the best ‘family friendly airline’ award twice from US-based publications and the ‘best cabin crew’ ranking from an IATA survey.”
“These results show that we understand the pulse and preferences of our customers. We will continue to meet and excel our passengers’ expectations through continuous improvements and innovations,” said Bernhardt.
Last year the airline introduced the ‘staff appreciation scheme’ through which customers register their appreciation of services rendered by cabin crew. This whilst not being included in the quarterly customer service analysis has proved to be another benchmark, nearly 700 customers have given positive feedback on the airline’s services.