17 Sep 2017

East African airlines lead the continent with strongest customer satisfaction, study finds

NAIROBI, Kenya and SOUTHLAKE, Texas – Aug 17, 2017 – East African carriers, such as Ethiopian Airlines, RwandAir and Kenya Airways, are scoring significantly more for customer satisfaction and loyalty ratings among their frequent flyers than carriers in the rest of Africa – and well above the global average.  The findings were revealed in a Net Promoter Score (NPS) study that global technology provider, Sabre Corporation (NASDAQ: SABR), conducted for a group of African airlines.

The study looked into strength of brand, customer satisfaction and loyalty within African Airlines Association (AFRAA) member airlines from North, East, West and Southern Africa.  Widely recognised and used by more than 35 percent of global consumer-facing companies, the study identifies areas impacting on customer satisfaction and awards a score of between -100 and 100.

Key findings of the study:
Average Net Promoter Score of all participating African carriers was 4
The highest-scoring region was East Africa with an average score of 6
The lowest was North Africa with -12.15
This ranks carriers in the East of the continent in similar region to many European and American airlines, which scored an average of 5.9 and 16 respectively in recent Sabre NPS studies
Scores above 0 are considered good, and above 50, excellent.  The industry average for airlines is 0[1].  Overall, regions rank as follows:
“Despite economic, political and societal challenges in Africa, airlines – particularly in the East – have invested in customer experience, satisfaction and loyalty to cultivate a positive brand reputation among travellers,” said Dino Gelmetti, vice president, EMEA, Airline Solutions, Sabre. “This has worked well for them and now the focus is on unlocking more profits by investing in the latest customer experience technology and benchmarking their service levels against the world’s best carriers; everyone from the CEO to the gate agent must demonstrate a consistent, customer-centric approach.  Air travel on the continent is expected to increase by as much as 24% after the pan-African passport is rolled out in 2018, so there’s no better time to be investing for future success.”

Full Article: 

Full Article: Sabre Technologies

Source : Sabre Technologies

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