SKYTRAX RESEARCH Quality Benchmarking

World Airline Audit research offers most cost-effective and tangible benefits - with added-value

Skytrax have an unrivalled experience and knowledge of Quality issues affecting the airline industry

QUALITY BENCHMARKING

The Product and Service Quality Benchmarking programme was specifically designed to meet the individual (and often unique) needs of the world airline industry

Airlines that wholeheartedly adopt benchmarking outperform those that do not in various dimensions - their commitment to quality management practices, the communication with employees, concentration on continuous improvement with an emphasis on customer satisfaction - and through proactive management.

Introduced to the airline industry in 1989, Product and Service benchmarking remains an area where Skytrax deliver a specialist and unique level of expertise.

Competitive Performance analysis for all front-line product and service functions) is conducted across more than 100 airlines every 3 months.

Product and Service Benchmarking studies are detailed product and service feature and benefit comparisons that assess the relative competitive strengths and weaknesses of airlines in any specific product and service area.

The studies are structured part of the World Airline Audit, an experiential review, or challenge study.

SKYTRAX benchmarking identifies "best practice" for the client airline operation - optimising every aspect of potential value added product or services features, together with seeking to eradicate lower value aspects.

The associated Customer Satisfaction benchmarking provides customer satisfaction measurement, often containing more than 200 different parameters. When traditional satisfaction studies may supply you a result report of performance, the SKYTRAX satisfaction benchmarking is widely respected for both developing and helping to introduce any necessary plan of action to improve and develop satisfaction levels.

Current Performance Benchmarking and Best Practice Assessment focuses on specific areas, including:

Quality of Service efficiency & techniques

Quality of Product (as designed)

Quality of Service delivery : designated functions

Quality of Service delivery : attitudinal / soft service elements

Quality of Product (as delivered)

For more information about Skytrax Benchmark / Best Practice analysis, please contact in the first instance :

Mr Peter Miller
Director Marketing
SKYTRAX GROUP

Email: miller@airlinequality.com