Air India sends out questionnaires daily to assess customer satisfaction levels: CEO Campbell Wilson
As it works on improving services, Air India on Friday said it is sending out questionnaires to customers to every day and has received good response through its digitalised customer feedback mechanism. Air India, which was taken over by Tata Group in January last year, started sending questionnaires to travellers to identify areas for improvement to meet customer expectations in March.
The Net Promoter Score (NPS)-based customer feedback mechanism has received more than 1,40,000 responses in three months, the airline said in a release.
In his message to staff on Friday, Air India CEO and Managing Director Campbell Wilson said that over the last three months,
