CUSTOMER SERVICE ASSESSMENT

PROJECT STATUS : ACTIVE
  • LAUNCH DATE : JAN 2017

  • PRIMARY TARGET : Airlines

  • PROJECT FUNCTIONAL AREA : Sales & Marketing

  • PROJECT FOCUS : Airline Strategy, Sales & Marketing

  • PROJECT SPONSOR : Airsource Partners


Project Summary

As an aviation industry rule of thumb it is commonly admitted that keeping an existing customer costs 5 times less than winning a new one … Said differently, it can take years to build a relationship with a customers but only a few seconds to loose it forever.

Therefore Airlines, like any other business entity, must pay proper attention to its existing customers. One way to do so is to properly assess the level of service offered to the customers and to take the corrective measures possibly needed.

Airsource Partners proposes a new approach to Customer Service assessment.

Project Description

When it comes to evaluating their performance, airlines’ action often limits itself to the conduct of studies aimed at evaluating and scoring their level of service (passenger or cargo divisions) using a series of Key Performance Indexes (KPIs). The analysis typically ends with a report submitted to the management of the airline.

By doing so airlines typically fail to gather information from the most important group of people: the customers who have stopped using the airlines’ services. A vast amount of very valuable information is therefore lost and cannot be exploited by the Airline.

The search for an alternative, more results-oriented path prompted Airsource Partners to propose a new approach to CUSTOMER SATISFACTION.

In the path proposed by Airsource Partners a special attention is given to the customers who have decided to stop using the airline’s services.

Of particular importance to Airsource Partners are the following aspects:

=> What prompted customers to prefer competition or move to competition?
=> What aspects of your service have not been appreciated by disloyal customers?
=> What makes a service superior according to lost customers?
=> Where have you failed to deliver superior or just acceptable service?
=> Which competitors your lost customers value the most and why?
=> What would make your lost customers willing to go back to you again?


The approach proposed by Airsource Partners will focus on the following actions:

=> Audit of the current level(s) of service from the start to the end of the travel experience
=> Lost customers interviews
=> Internet surveys
=> On-site customer interviews (in airports, at check-in and boarding gates, at home nd at destinations)
=> In flight experience
=> Travel agents surveys
=> Web site attractiveness: content, ease of use, user friendliness
=> Loyalty programs


Airsource Partners’ experts will help you evaluate your current level of customer service. The analysis will allow you to highlight your strong points and develop a strategy to address the weak spots of your current offering.

Do not hesitate to contact us for an estimate of what it will take to address your current level of service and get ready for a brighter future.
 




Experts / companies available for this project


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Pierre - France
Paris-based Pierre has over 25 years of aviation expertise acquired at the contact of many players of the air transport industry. He has an extensive experience working in Africa in particular. Pierre now runs his private consulting practice in the aviation sector.


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Graeme - England
UK-based Graeme is a former commercial pilot having fulfilled various management, high profile positions at various airlines in the area of flight operations, safety and training. Most recently this expert served as the Sr VP Operations of a fast growing Western Asian carrier. The expert started his own consulting practices a few years ago.


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EDIfly - Luxemburg
Innovative Software’s EDIfly provides a sleek and high-performance platform to bring Messaging and Message Switching 2.0 to process communication in aviation, rail, logistics etc. A fully backwards-compatible concept enables you to gradually cut-over mission-critical processes without a ‚big-bang’ scenario of changing everything i "one logical second".


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Jean-Paul - UAE
Jean-Paul has a very strong airline background acquired during his past tenures at a major European airline and a leading aircraft manufacturer. He has an extensive sales and marketing experience completed with a thorough technical expertise. He is now based in Dubai, UAE, where he started his own consulting practice a few years ago.


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Eric - France
Eric is a French national with a solid hands-on airline experience in the areas of cargo & logistics, sales & marketing and customer service management acquired during his tenures at various major European carriers


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Jeepal - India
India-based Jeepal is a knowledgeable and experienced aviation specialist with diverse and in-depth knowledge of airline operations and regulatory compliance. He has worked for various airlines both in consulting and operational roles.


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Neil - France
France-based Expert Neil is a result-driven executive with management and marketing experience in high technology, globally competitive industries requiring with a long term strategic vision. He has held major management and consultancy roles for several aircraft manufacturers, exec jets operators and other aviation service providers. Neil has a working experience of Asia also.


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ACMI Operator #3 - Eastern Europe
This ACMI Operator based in Central/Eastern Europe offers medium/long term ACMI solutions highly customized to the needs of its clients. This airline has been selected by Airsource Partners on the basis of its ability to deliver superior customer service in full adherence to the most stringent operational and safety requirements.


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Gabriel - Nigeria
Gabriel is a seasoned aviation top executive based in Lagos, Nigeria who has been in contact of the aviation industry for close to 30 years now. His previous tenures include the role of managing director of a Nigerian airline. Expert #55 currently owns and runs several businesses in the area of air transport, travel and IT.


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Amitesh - INDIA
India-based Amitesh is a result-oriented professional with over 7 years of experience in strategic planning and implementation, project management, operations, resource allocation and customer services acquired at the contact of several airlines of the Indian subcontinent and the Middle East


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Onno - Belgium
Belgium-based Onno is an experienced business professional with a 19-Year track record in managing international transport business at 2 major European airlines. He is also experienced in the areas of Human Resource and Executive Search


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Justin - USA
NYC/US-based Justin is currently serving as a strategic advisor for a European airline. He has held several consulting posts in the past for various companies. Expert is a dual US/UK ctizen with full EU work rights


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Andrew - Lebanon
UK-based Andrew is a skilled and dynamic aviation professional with hands-on airline experience who has served in a variety of roles in commercial and operational environments with a proven track record. He specializes in the acquisition and management of aviation assets for companies and ultra high net worth individuals.


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Cpt. Peter - Australia
Peter, a dual Australia/UK citizen now living in Australia, served as a pilot in the Royal New-Zealand and Australian Air Forces and has flown commercially for Qantas and Korean Air. Peter is particularly competent in safety management, SMS, safety investigation, accident investigation, and systems analysis. He has special competency in flight data analysis, related to kinematics and control derivatives. As a further area of capabilities Peter has Flt Ops QA systems and process audit experience and 10 years experience in operational QA, including external and internal audits.


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Philip - Netherlands
Netherlands-based Phil has been active in the air transport industry for over 20 years. Phil has held various sales and account-management positions during his successive job tenures at large international airline IT services providers. Phils' main areas of expertise are PSS (passenger reservation solutions), distribution (GDS, airlines) and communication.


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Krzysztof - Poland
Krzysztof is based in Poland. He spent over 20 years with LOT Polish in different roles, mostly in marketing & sales, strategy and training. He is very familiar with the eastern european environment in commercial aviation.


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Slim - France
Slim, of Tunisian citizenship, lives in the Toulouse area in France. He served both at consulting firms and airlines. His preferred area of expertise is flight operations. Expert is fluent in arabic, french and english.


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Jack - France
Paris-based Expert Jack already has a solid background in aviation engineering and esign. He has taken part over the past few years to several programs for 2 major aircrfat manufacturers. Jack has dual US/Irish citizenship and has lived in Singapore also.


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Sean - India
Mumbai/India-based Sean is an aviation professional with hands-on experience of airline management and a profound knowledge of the African aviation market acquired through his multi-year tenure as the COO of an African carrier. He also worked on several aviation consulting projects during his rich carrier.


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Haseeb - Netherlands
Haseeb is an aviation marketing professional with proven executive ability. He combines expert strategic and tactical marketing expertise with strong qualification in launching cost‐effective airline marketing plans and strategies with “bottom‐line” orientation. He lives in the Netherlands and speaks fluently Dutch, French, Arabic and English


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Delia - FRANCE
Paris-based Delia has strong on-hands aviation expertise obtained during her tenure at the then-leading African airline and projects undertaken by the aviation consulting practice she started over 10 years ago. She has also successfully led a number of projects for several African CAAs and other Governmental agencies.


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Medhane - Canada
Medhane is the former CEO of a well-known, very successful African airline. He brings with him decades of very valuable aviation expertise and an unequaled network of contacts at airlines and government levels. Medhane now splits his life between Africa and America.


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John - USA
John is the President of an aviation consulting firm based in Florida, USA. John has a long experience of international, multicultural projects in the America and EMEA areas. He also has an on-hand experience of airline management for being the CEO of a regional US-based airline.


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Lotfi - TUNISIE
North Africa-based Lotfi has over 25 years of airline experience. He has taken several managerial positions for an important flag carrier of the Maghreb region


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DV Consultant - France
Expert bio currently being updated. Thank you for your kind understanding. For any urgent inquiry contact Airsource Partners at c.gossel@airsource-partners.com


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Sadim Solutions - Kenya
Expert bio currently being updated. Thank you for your kind understanding. For any urgent inquiry contact Airsource Partners at c.gossel@airsource-partners.com


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CAI - Compagnie Aéronautique Internationale - France
Company bio currently being updated. Thank you for your kind understanding. For any urgent inquiry contact Airsource Partners at c.gossel@airsource-partners.com


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CA - Compagnie Aeronautique Internationale - France
CAI gathers a number of independent aeronautical experts all with a hands-on experience acquired at the contact of the aviation industry. CAI's clients include airlines, MRO service providers, governmental agencies and other aviation-related services providers in the EMEA and US zones. Its expertise covers civil aircraft as well as helicopters.


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Eco Modal Consult - Belgium
Before starting his own consulting practice in 2013, Mark Faber, the Founder and Principal Advisor of Eco Modal Consult, LLC has held senior positions at Qatar Airways, Delta and Boeing Corporation. Mark's career has primarily focused on solving the operational caveats of how aircraft transition more cost effectively, with maximum revenue generating capability, through the world airspace in commerce. EMC is committed to maximize operational synergies in airline, airport, airplane, & airspace and how to best deploy synchronized schedule assets within the world aviation environment. One underlying theme is to assist those airlines that are at risk for sustainability, have limited or no decision support technology, have limited resources and assets to deploy, while mitigating the economic burden which large aviation consulting firms impose for their services. The company believes that it is paramount that there is a realtime commitment, to sustainable development of aligned transportation systems, through economically responsible strategies, in an effort to reduce greenhouse gas emissions and to preserve and promote biodiversity. Mark, a US-national, is based in Brussels


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AIRSOURCE PARTNERS - France
Airsource Partners was created in October 2011 by Christian Gossel. Christian has over 25 years of aviation experience acquired at various airline solutions providers. Hisresponsibilities included over the years projet & account management, sales & marketing and business development. His areas of expertise include sales & distribution, revenue management & pricing, flight operations.


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Christophe - France
Christophe is based in the south western part of France. He has 20+ years of experience acquired at the contact or various MROs and other airline services providers. In previous positions he held operational responsibilities for a subsidiary of the AF KLM group and for the French Air Force.


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Pascal - France
Paris-based Pascal is a consultant specializing in projets with OEMs, in particular in cabon design, repair and retrofit. He is also involved in sales and marketing activities with OEMs and aftermarkets of mechanical and composite parts


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Fernando - Portugal
Fernando's experience and credentials can be obtained upon request to Airsource Partners.


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Brian - UK
UK-based Brian boasts 40 years in the aviation industry acquired at the contacts of several industry leading airlines. He is an experienced consultant specializing in airline start ups and expansion projects. He has advised many airlines in he Middle East, Far East and South America. He is also expert in regional airline start up projects and business plans, sales & marketing plans, customer services. diligence, route analysis and feasibility studies. Expansion plans are also covered as are matters of pilot training and ground handling.


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Roland - UAE
Dubai, UAE-based Roland is a seasoned international customer service, operational and commercial manager with over 25 years of experience improving and starting-up aviation operations overseas. He has held several operational and managerial position for various airlines and airports in the M-E / Indian subcontinent region.


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Christophe - France
Paris-based Christophe boast 20+ years of expertise in the area of finance and aviation. He also has a solid MRO expertise acquired at the contact of several airline technical services providers.


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Rudolph - Netherlands
Since he launched his own consulting practice in 1999 Netherlands-based Rudolph has been working on a wealth of projects for various airlines, mostly in technical, operations and regulatory areas.


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Edward - United States
US-based Expert Edward has a wealth of experience in operations management and consulting for large airlines and airports. Background spans short/lo,g range planning, policy formulation, P&L management, safety/security, logistics, project management and new business development. Edward also has hands-on management experience in catering.


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David - Italy
Of dual Italian / Canadian citizenship, Paris-based David has shown proven capabilities in strategy development and deployment , pricing, market analysis, negotiating and business planning during his various tenures at the 3 largest airlines in Italy


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Antoine - Lebanon
Antoine's experience and credentials can be obtained upon request to Airsource Partners.


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Thomas - France
Thomas' experience and credentials can be obtained upon request to Airsource Partners.


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Radoslaw - Poland
Poland-based Piotr has an extensive experience in aviation. He heads a major IT solution provider in his native country with several clients in the air transport industry


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Peter - U.S.A.
Peter's experience and credentials can be obtained upon request to Airsource Partners.


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R.P.M. Services - UAE
Company bio currently being updated. Thank you for your kind understanding. For any urgent inquiry contact Airsource Partners at c.gossel@airsource-partners.com


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AirGuide - USA
Strategic Consulting, Research & Information Services provides aviation executives around the world with business and market intelligence and services such as market consulting, market research, surveys and data providing measurement and analysis of marketplace dynamics and consumer behavior, likes and dislikes. AirGuide’s experienced team of international professionals play a vital role in providing airline senior executives with information and analysis on the fast-changing international business climate.


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AEROGESTION - France
Aérogestion is an independent consulting practice founded in 1996 by Marc Rochet and Dominique Gretz with the help of former collaborators from the airline industry. Aérogestion has developed a recognised expertise in the industry by accompanying first and foremost the success of French airline in their development or restructuring projects. The practice has developed its services in the international environment and more specifically on the African continent. Parallel to this geographical development, the practice has broadened its competencies, particularly in the field of Revenue Management, which constitutes today a recognised centre of excellence where Aérogestion practices for several airlines. At present, the practice counts more than a dozen consultants with an average of 20 years of expertise in their field and with competencies covering all of the fields of the industry, such as airline management, sales and distribution, airline operations, airline restructuring or change management. Aerogestion's vocation is to become the airline's partner to accompany the airline in each and every key step of its business or of its investments.


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SKYLIGHTS - France
SkyLights began with the partnership between Florent (PhD engineering) and David (11 year airline pilot & airline manager in operations, marketing & strategy). They pooled their expertise to use immersive video headset technology to disrupt inflight entertainment and transcend the spatial constraints of regular seatback IFE. SkyLights tailored solution launched April 2016 and is now deployed on multiple airlines. The company counts 20 members with expertise in; airline strategy, marketing and operations; content catalogue and licensing; software and hardware development.


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Gopal - USA