Investor Presentaiton
BRAND AND CUSTOMER
Voice of the customer
Utilisation of NPS benchmarking and methodology
Strategic
•
.
Understand market view and relative
market share
Competitive benchmarking
•
Drivers of strategic NPS
•
Share of Wallet
.
PURPOSE: For investment and strategic
decision-making
Operational
Regular surveys of a customer's end-to-end
experience per flight
Measurement of journey advocacy
Measure total end-to-end customer journey
PURPOSE: Track journey competitiveness
and determine focus for customer
improvements
QUARTERLY
MONTHLY
•
•
DAILY
•
Touchpoint Airport, Lounge & Inflight
Panel of ~25k Frequent Flyers
On the day performance at specific
touch points
Customer feedback enables
conversations directly between
customers and frontline managers
Real time results reporting
PURPOSE: Immediate response to customer
feedback. Lead indicator for Operational NPS
40View entire presentation