Customer Quality Performance (NPS etc)
May 26, 2022, 7:00 am
#16
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Judging from posts in this forum it’s got to be closer to 624 minutes before the calls are answered
May 26, 2022, 7:24 am
#17
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I think the metric is in seconds, after all how much time does it take the call center to tell the caller one of the following: "No, I am sorry, you will get your refund in approximately 6 months"; "No, we have no catering today''; "No, the original booking class is no longer available" or "Yes, I will gladly rebook you but you have to pay the fare difference which is EUR 500 on a light fare".
May 26, 2022, 9:50 am
#19
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May 28, 2022, 4:14 pm
#21
Join Date: Sep 2005
Posts: 1,776
The target is already rather low at 65%. I would have liked to try more of the new eco dishes but they have not loaded anything other than a type of standard sandwich on my flights so far, gets a poor rating from me. Shame really, as the new Bob menu seems pretty decent.
May 29, 2022, 5:17 am
#22
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Maybe even starker approached from the other direction: almost two out of three passengers are unhappy with the F&B offered on board.
Clearly Lufthansa is banking on the availability of low fares trumping that dissatisfaction.
But the degree dissatisfaction is puzzling, and certainly seems irrational, given that the enhancements to catering were made to satisfy the wishes of passengers …….
Clearly Lufthansa is banking on the availability of low fares trumping that dissatisfaction.
But the degree dissatisfaction is puzzling, and certainly seems irrational, given that the enhancements to catering were made to satisfy the wishes of passengers …….
Jun 25, 2022, 8:24 am
#28
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Jun 25, 2022, 9:17 am
#29
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Location: Geneva
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I just wonder whether the targets are correct. The numbers are but they seem to reflect the way things have been going downhill for a while now. For example, how can they seriously set their F&B targets and then move to a single dish instead of a choice in long haul Y while cutting the second meal? BOB in Y? Smaller portions and poorer quality in long haul C. Ever cheaper wines. If these are real targets you would expect some investment to achieve them, whereas we have only seen efforts introduced to move the needle in the other direction. They are kidding themselves, but not their passengers anymore.
Jun 25, 2022, 9:58 am
#30
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
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I just wonder whether the targets are correct. The numbers are but they seem to reflect the way things have been going downhill for a while now. For example, how can they seriously set their F&B targets and then move to a single dish instead of a choice in long haul Y while cutting the second meal? BOB in Y? Smaller portions and poorer quality in long haul C. Ever cheaper wines. If these are real targets you would expect some investment to achieve them, whereas we have only seen efforts introduced to move the needle in the other direction. They are kidding themselves, but not their passengers anymore.