Jetstar Asia ranks first in customer satisfaction for LCCs in Singapore
Since Jetstar Asia started participating in the survey in 2012, the customer satisfaction index for the airline has improved year-on-year and has increased by 5.7 points over the two year period.
The survey measures customer satisfaction in terms of customer expectation and perceived quality and value, and Jetstar Asia has improved across all measures. In 2014, the most significant improvement was customer loyalty and the rate of complaints also fell significantly.
Jetstar Asia CEO Bara Pasupathi said that the positive customer feedback was very encouraging.
“In the last two years, Jetstar Asia has introduced first-to-market innovations like our online virtual assistant service, Ask Jess, straight-to-gate, check-in kiosks and bag drop services to save our customers time and streamline the travel experience.
“Customers are seeing the value of our services and are voting with their feet,” said Mr Pasupathi.
“This result is also a credit to our team who genuinely care for our customers and are dedicated to creating great travel experiences for them,” he said.
“The customer has always been at the heart of everything we do and understanding their needs and experience along the customer journey helps us enhance their travel experience, while continuing to enjoy low fares,” he said.
The CSISG is an annual benchmark of customer satisfaction of goods and services produced by the Singapore economy over time and across countries. The results are released by the Institute of Service Excellence at the Singapore Management University (ISES).
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