Monday 13 May 2013

Air New Zealand tops Customer Experience index

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Air New Zealand has topped the Nunwood Customer Experience Excellence (CEE) Index in Australia which measures companies that excel in the eyes of their customers.

The study surveyed 5,000 Australian consumers about their interactions with leading companies across six dimensions of customer experience: personalisation, resolution, integrity, time and effort, expectations and empathy.

The airline ranked first equal alongside Singapore Airlines with one of the highest scores Nunwood has seen globally.

Air New Zealand General Manager Customer Experience Calum Laming says the airline has worked hard to develop a world class customer experience and is delighted to have this recognised externally.
“This recognition is testament to the hard work of thousands of Air New Zealand staff around the world who come together to deliver the seamless customer journey that we pride ourselves on,” says Mr Laming.

Consumers consistently referred to Air New Zealand’s distinctive personality which came through at all customer touch points.  The airline’s staff, in-flight entertainment, levels of passenger comfort, price and sense of fun, particularly when it comes to in-flight safety videos, all resonated with customers.

The study also found that 87 per cent of passengers on both leading airlines have recommended them to others while 82 per cent of passengers will choose them in preference for future travel.

Anna Thomas, Joint Managing Director, Nunwood says topping the 2013 list of almost 200 brands for Australian consumers is no mean feat.

“To score so highly and so consistently across Nunwood's Six Pillars of Customer Experience Excellence – Air New Zealand is really delivering something of value and engagement to its customers and we congratulate them on a super result!” says Ms Thomas.

The Nunwood Customer Experience Excellence Index has previously been carried out in the United Kingdom and United States.  This 2013 study marks the first ever systematic look at the Australian market with Australian consumers providing over 50,000 separate evaluations of their experiences with leading brands.

Visit the Nunwood website to view the full list.

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