Feedback on KLM/FD Polls
Mar 4, 2004 | 9:37 am
#1
Original Poster
Join Date: May 1998
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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:
They explained that the reasons, and KLM's corrective action, were as follows:
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).]
One was:
<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>
<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>
* 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>
(Edited for coding)
[This message has been edited by Counsellor (edited Mar 04, 2004).]
Mar 5, 2004 | 2:58 am
#3
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Join Date: Sep 2001
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There is another thread on the same topic and as that one has more posts already I'll copy this information here into the other thread and close this one for housekeeping purposes.
BTW: I know you posted first...
BTW: I know you posted first...