FlyerTalk Forums - Feedback on KLM/FD Polls

I recently received an e-mail from KLM Customer research and TNS-NIPO (the folks who are running the customer satisfaction surveys), which included a link to some of the results.

One was:

Quote:

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Satisfaction is lowest with the Flying Dutchman Helpdesk and the Customer Relation department. For both departments we are conducting research on a regular base to track performance and getting customer input for further improvements. </font>

They explained that the reasons, and KLM's corrective action, were as follows:

Quote:

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Research among FD-members who recently contacted the Helpdesk told us that:

* they were unsatisfied with the current way award bookings with partners are handled. The customer had to call several times to inform about their status.

**The Helpdesk changed its policy and now contacts the customer within five days after the request to inform them about the intermediate status and gives them a final reaction after a maximum of fifteen days.

*they were also unsatisfied about the e-mail handling of the Helpdesk. It could take longer than a month before they received a first reaction.

** The Helpdesk now makes sure that most e-mails receive an answer within five days. </font>

So, it looks as though they are trying. The proof is in the execution, though, not the intentions.

(Edited for coding)

[This message has been edited by Counsellor (edited Mar 04, 2004).]