2014 News - Flights - MONARCH ENJOYS 92% SATISFACTION FROM CUSTOMERS
29 05 2014
MONARCH ENJOYS 92% SATISFACTION FROM CUSTOMERS
But Don’t Take Our Word for It
(Luton, UK – 29, May 2014) - Monarch, the leading scheduled airline to leisure destinations announce today that it has achieved an average score of 92% through the popular online review portal Feefo. An online review system used by over 1,500 brands, Feefo allows customers to rate their journey with Monarch and give a true reflection of their experience from booking to flying.
Monarch is the only airline to launch the Feefo review service on its website and since its launch in January 2014 over 73,000 customers have reviewed their Monarch experience and given an average score of 93% for service and products being rated at 90%. In addition to being scored consistently as ‘Excellent’ or ‘Good’ through the Feefo portal, Monarch has been voted in the top 5 “Best Budget Airlines” in a recent Skyscanner survey.
Tim Williamson, Director of Customer Experience and Marketing said; “Our consistently high score is a true reflection of our customer’s satisfaction with their Monarch experience. We have, and continue to introduce, innovative service initiatives for our customers that deliver a superior customer experience and value above and beyond the basic comforts such as two or three pieces of hand luggage and allocated seating. We are now creating a service offering that is different to other airlines in our category. For example, Monarch are the only low cost carrier to offer a full hot meal service on board to customers and we have recently introduced a new menu. We are constantly refreshing our offer in order to provide what our customers want.”
In a difficult market where customers demand value for money with no compromise on service, Monarch is gaining ground. Service levels have always been a priority for Monarch and, within the last 12 months, a ‘Customer Key Performance Indicator (KPI)’ scorecard has been introduced which is reviewed regularly at Board level. These KPI’s measure feedback on everything, from the booking and check-in process, to service on board and how efficiently issues are resolved when they arise.
Tim continued, “By putting service on the agenda we have brought transparency and accountability. Everyone within Monarch has a hand to play in the experience we deliver to the customer. Our WorldHost training initiative is reinforcing that throughout our business and at every level. We welcome all feedback and Feefo is a great barometer of our performance and how our customers view their Monarch experience.”