Pre-flight experiences influence quality perceptions: Survey

According to the latest report by the Institute of Service Excellence at SMU on the Customer Satisfaction Index of Singapore, airline customers’ perceptions of quality are strongly influenced by interactions with airlines’ ground staff and agents prior to their flights. The customer satisfaction score for airlines was 73.2 points, 0.1 per cent lower than in 2014. Budget airlines scored 68.3 points, unchanged from the year before.