MUMBAI- Tata-owned Indian FSC Air India (AI) announced that its recently implemented digital customer feedback system has garnered an impressive 140,000 responses within just three months.
Based on the Net Promoter Score (NPS), this innovative system reflects Air India’s commitment to continuously improving the overall customer experience. Further, the airline adopted this customer feedback mechanism in March 2023.
Air India Customer Feedback
Air India has successfully established a robust framework by embracing this digital initiative. Subsequently, to engage customers in its ongoing transformation efforts actively.
This comprehensive system allows the airline to gather valuable insights from customers. Further, utilize their feedback to enhance the overall customer experience.
Subsequently, Air India’s dedication to listening and responding to customer input plays a vital role in its continuous improvement journey.
Air India has made a noteworthy transition from a traditional paper-based feedback system to an advanced digital interface by adopting the Net Promoter Score (NPS).
This strategic move highlights the airline’s dedication to leveraging technology. For the purpose of delivering exceptional customer experiences.
The newly implemented platform identifies crucial factors contributing to customer satisfaction across various touchpoints, encompassing ground services, in-flight experiences, and post-flight interactions.
By capturing the sentiments of its customers effectively, Air India aims to improve its products and services continuously. With a strong focus on placing the customer at the core of all future endeavors.
“The ‘new’ Air India embodies the positive transformations desired by our valued customers worldwide, and the Net Promoter Score (NPS) serves as a crucial tool in driving us towards long-lasting and continuous enhancements. The overwhelming participation of our customers in providing feedback showcases their trust and affection for Air India. This infusion of enthusiasm fuels our ongoing transformation program, Vihaan.AI, and we are thrilled to have our customers actively involved during this exhilarating phase.”Stated Rajesh Dogra, Chief Customer Experience & Ground Handling Officer at Air India.
New Interiors and Onboard Wifi
Following the initial implementation of the new Airbus A350 aircraft, the WiFi facility will be extended to other wide-body planes in Air India’s fleet. Subsequently, including both newly inducted and existing aircraft.
Additionally, some single-aisle aircraft will also receive this feature. Furthermore, AI aims to revamp the interiors of its entire wide-body fleet within the next two years. Further, providing passengers with a brand-new in-flight experience.
By the end of next March, Air India plans to introduce 19 new wide-body aircraft into its fleet. These newly inducted planes will be equipped with onboard WiFi as a priority.
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