When it comes to customer service, Air France is not resting on it oars. On 14 March 2023, Air France was awarded first prize at the Customer Relations Awards 2023 in the Transport category for the 8th year running.
Organized by BearingPoint and Kantar, this ranking truly reflects the voice of French customers.
Since 2003, the Customer Relations Awards has been rewarding major company brands who provide an outstanding service to customers on a daily basis. 11 sectors of activity – including transport – are evaluated on common performance criteria.
For each company, the surveyed customers are invited to give their opinion on 15 criteria that structure customer relations. These criteria are examined from 3 angles – quality of execution, capacity for creating a bond and for creating a positive emotion.
Air France continues to make a difference and stand out, mainly from the emotional and bonding point of view. Like last year, 89% of customers consider that staff take pleasure in serving customers, more than 13 points higher than the average score in the Transport category. 88% of customers also said their travel experience met or exceeded their expectations, 11 points above the industry sector average.