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Customer Contact Experience Benchmarks—Airline Industry Product Image

Customer Contact Experience Benchmarks—Airline Industry

  • Published: December 2011
  • 64 Pages
  • Frost & Sullivan

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the airlines industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=567. Companies benchmarked in this study include but are not limited to: AirTran, Alaska, American, Continental, Delta, JetBlue, Southwest, United, and US Airways. Within the industry, the most popular contact channels are: website self-service and phone/live agent. E-mail is less popular, while phone/IVR and chat with live agent are niche channels.

Use of Specific Channels Within the airline industry, the most popular contact channels are as follows:

- Website self-service (used by over half of those who contacted an airline within the past four weeks)

- Telephone live agent (used by xx percent)

- E-mail (used by xx percent)

- Telephone-IVR and website (used by x percent)

- Chat with live agent (used by x percent)

Top Channels: Satisfaction, Meeting Expectations, and Loyalty

- Website self-service receives READ MORE >

Research Objectives, Method Details, and Demographics

Multi-Channel Customer Contact Executive Summary

Live Agent Phone Interactions

Interactive Voice Response (IVR) Interactions

E-mail Interactions

Web Chat Interactions

Web Self-Service Interactions

Brand Profiles: Top Three Brands

The Frost & Sullivan Story

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