The Quality Tracking Programme (QTP) offers airlines the opportunity to monitor and improve consistency levels across front-line product and service quality using a proven, independent and professional format.

The understanding of dynamic relationships between quality standards and expansion has been closely examined by Skytrax for many years, and is the primary driver behind the success of the Quality Tracking Programme.

All areas of front-line quality is quantified on a stand-alone and competitive performance basis. In this way, QTP tracks quality standards so real-time quality analysis and change is delivered.  Anticipated by some users as the "ultimate" mystery shopper programme, the QTP delivers much more information and added-value enabling us to exceed the airline's expectations.

QTP analyses standards on a regular basis (monthly/bimonthly/quarterly or biannual), through which the airline is able to accurately monitor quality success or failure issues. For example, does a quality decline occur at a time of increased introduction of new front-line staff - is it simultaneous with a change in service procedures or product delivery ? Does it reflect a fall in staff attitudes after changes in working practices / conditions ? Is it route related ? These and many more options are considered and assessed.

A major factor of QTP is assessing the success with which the Quality "vision" of the airline management is being achieved in the front-line realities.

Continuous feedback from the QTP is used to maintain and develop overall service quality for the airline - it can trigger real-time alerts to notify relevant service heads of serious issues, and immediately correct problems. QTP uses a unique Score list, to provide airline management with objective, customer service performance metrics.

Learning that service weaknesses prevail, or that a delivered product is not matching designed quality targets are by themselves not of real benefit to the airline. If something is wrong, the airline requires effective solutions for achieving change - and clear policies to maintain quality improvement. QTP provides a focussed approach to development, strengthening and sustainment of Quality levels - to evaluate, define and coordinate all front-line product and service delivery implementations.

The QTP provides a key tool for effective quality improvement initiatives. Airlines can apply QTP to establish the initial or baseline level of performance and to re-measure performance after quality improvement intervention has begun, or more commonly it is applied to co-joint analysis of customer satisfaction levels.

The depth of resources and database information maintained by SKYTRAX is unrivalled - offering data access for more than 450 airlines worldwide.

QTP speed of tracking and validity of Quality analysis is imperative - particularly applicable to airlines conducting trials or evaluations of potential product and service changes.

The QTP is also designated for use by airline Alliances - both for measuring member airline's compliance against Alliance standards, as well as assessing competitive performance levels : within either a single Alliance or versus competitor Alliance member airlines.

QTP provides a variety of Market Research opportunities, when combined with the resources provided by the Skytrax Business Research Group (BRG).  In recent years, this has been deployed to measure a variety of Alliance factors - brand awareness across different regions of the world, Alliance advertising awareness, Alliance Advertising impact etc.

For further information, please contact :

Mr Edward Plaisted
CEO
SKYTRAX GROUP

Tel  +44-207-016-2197