[reimonch]

Hello,

I am doing a research about how airlines measure the customer satisfaction in Europe. I did not find lots of information just few reports talking just a little about customer experience/satisfaction.

Do you any place where I can find some of the airlines customer satisfaction statistics?

Thanks

[Morphman86]

I'm sorry, but as with most companies, customer satisfaction statistics doesn't need to be approved by or reported to the public.
As with most companies, they can pick and choose the method of statistics themselves and thereby increase their good reports (for exampe through forms abord the plane right after the drinks have been served, or right after the landing, when the satisfaction is at the highest, dropping all those who missed the flight for whatever reason and when peoples judgement is at its lowest).

I don't think you'd find any reports on how statistics were made unless you have a contact at the airline.

[reimonch]

And do you know if there is any place where I can find these information, even if it is not the most representative?

What I have is information like the following and I would like to find something else.

http://www.businesswire.com/news/hom...2%A0-Utilities

http://www.ncsiuk.com/index.php?opti...223&Itemid=224

Thanks

[Morphman86]

Try Skytrax: http://www.airlinequality.com/
They have customer reviews of all airlines. (Judging by the high reviews about AirFrance, I'd say that it is at least as misrepresented as their own statistics)

[reimonch]

Thans a lot!!! Very good help

[jimworcs]

Skytrax is the biggest database in terms of numbers giving feedback, but it is rather similar to Trip Advisor..... Inidvidual reviews may need to be taken with a pinch of salt, but overall figures are probably broadly representative. If you track US and European airlines over the last 30 years, they have been surpassed by Asian and Middle Eastern airlines in terms of service quality indicators and passenger satisfaction, with the drop in standards at US based airlines being particularly precipitous!