Skyguests, Story 31

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Skyguests, Airlines and their customers, Story 1.31

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Skyguests, Story 31

  1. 1. Skyguests. Story 31, October 21, 2011
  2. 2. Airlines are expected to carry 2.8 billion passengers and 48 million tonnes of cargo during the year. Source : IATA, 2011
  3. 3. Airlines score lowest among 47 industries evaluated by the Customer Satisfaction Index * , according to a report released by the national index. Source : June 21, 2011| By Marnie Hunter, CNN. * Amercian market
  4. 4. Skyguests is a global Airline Community Service, providing Airlines with instant service reports, sector trends and enabling the Airlines to enhance the customer interaction and satisfaction.
  5. 5. More than 30 airlines, airports and supporting services contacted Skyguests during betatesting, expressing interest in better customer communication. Source : June 21, 2011| By Marnie Hunter, CNN. * Amercian market
  6. 6. The Passenger Ecosystem Airlines Services & goods Airports Ticket websites Passengers
  7. 7. What is Skyguests offering? Passengers <ul><li>1. Platform: to share and comment on experiences </li></ul><ul><li>2. Information: </li></ul><ul><li>Tips & opinions of fellow flyers </li></ul><ul><li>Lists & rankings of airlines, airports, booking websites and services & goods </li></ul><ul><li>3. Rewards (airmiles, vouchers, digital magazines…) </li></ul>
  8. 8. What is Skyguests offering? 1. Please Flyers (Communicate & reward) 2. Attract Flyers (Promote services) 3. Market info (Charts) Services & goods Airports Airlines Ticket websites
  9. 9. More then 300 Airlines and daily growing
  10. 10. Source : http://www.britishairways.com/travel/crcusthome/public/en_gb <ul><li>Satisfaction is monitored on all major routes : </li></ul><ul><ul><li>570.000 passengers per year fill in the survey </li></ul></ul><ul><ul><li>70.000 passengers per year give feedback </li></ul></ul><ul><ul><li>Participants from over 205 different nationalities </li></ul></ul><ul><li>Why? </li></ul><ul><ul><li>To understand the customer ( optimization of efficiency, cost control and customer satisfaction ) </li></ul></ul><ul><ul><li>To maintain focus on the customer throughout the entire BA organisation </li></ul></ul><ul><li>-> Customer insight is presented regularly to the company directors and to managers. This draws on both customer satisfaction and other research, such as advertising effectiveness tracking, and summarises trends in customer satisfaction and behaviour, and performance issues in different areas of the business </li></ul>Airline Use Case: British Airways
  11. 11. [email_address] Skyguests is a global Airline Community Service http://www.Skyguests.com We make your next flight better. Skyguests is a service provided by Qualitysheet Limited

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