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 to every client.
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.
These 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
