SkyTeam’s SkyPriority Customer audit program has been awarded silver in the annual Research Effectiveness Awards 2016 by ESOMAR, the essential organisation for encouraging, advancing and elevating market research worldwide.
Launched earlier this year, the SkyPriority Panel APP which is part of the customer audit program, enables SkyTeam and its members to use real-time feedback to ensure consistent delivery of the alliance’s priority services, SkyPriority. Eligible customers can review their SkyPriority experience at every touch point – from check-in and boarding to transfers and baggage delivery – across more than 1,000 airports worldwide. SkyTeam is the first airline alliance to use mobile technology to survey customers on-the-go.
“We are proud that our investment in innovation has been recognized by ESOMAR, with our SkyTeam customer audit program going from pilot phase to award-winner in less than a year,” said Perry Cantarutti, SkyTeam’s CEO. “It is an industry-first and underscores our commitment to our customers, with 83% percent telling us they feel valued when using SkyPriority service during their travels.”
The SkyPriority customer program uses an App- SkyPriority Panel App which was developed over nine months and tested by 8,000 top customers. Free to download, it is available in 16 languages and allows travellers to rate their experience, add comments and upload photos. Audit information is shared across SkyTeam’s network of 20 member airlines with real-time feedback ensuring that any potential issues can be identified and quickly rectified. Version 2.0 of the App has already been launched and the alliance continues to identify ways to develop it further.
SkyTeam was the first airline alliance to roll out a series of priority airport services for top customers when it launched SkyPriority in 2012. Offered at more than 1,000 airports, SkyPriority is available to all Elite Plus, First and Business Class passengers flying on any SkyTeam member airline and includes priority at: check-in, baggage drop-off at departure and delivery upon arrival, boarding, ticket and transfer desks, security and immigration.
The ESOMAR Research Effectiveness Award showcases the industry’s best in demonstrating the tangible impact of market research. The need for research to be relevant and contribute to the decision making process is paramount to the further growth of the industry. This award places particular emphasis on how research affects commercial performance in a measurable way.