2021 Survey and Awards Methodology
As the world’s largest, annual airline passenger satisfaction survey, it is not restricted to member airlines or a pre-selected choice of airline, and any airline in the world can be nominated. The focus of the survey is for customers to make their own, personal choices as to which airline they consider to be the best, underlining the brand as the Passenger's Choice Awards.
The customer survey operated for 23 months (September 2019 to July 2021), and the 2021 Awards comprise a mix of more normal travel times combined with some travel during the global pandemic.Respondent numbers
13.42 million eligible survey entries were counted in the final results, 88% of these registered to up to March 2020.Survey screening
Online survey entries are screened to identify each IP / user information, with duplicate or ineligible entries deleted.Survey dates
The extended survey was conducted from September 2019 to July 2021.Survey costs
The costs of operating the survey are paid in full by Skytrax.Respondent nationalities
Over 100 customer nationalities participated in the survey.Survey languages
Customer surveys are provided in English, French, Spanish, Chinese, Russian and Japanese.Survey hosting
The online section of the survey was hosted at www.worldairlinesurvey.comAirlines covered
Over 350 airlines are included in the survey results.Award logo usage
Award winning airlines are able to use the Award logos at no charge.Survey payment
No payment or reward of any type is made to survey respondents, with all submissions on a voluntary basis.Awards event
The awards event has no charge for airlines to attend.Survey topics
Customers nominated their favourite airline or airline they considered to be best, and ranked their satisfaction (1 to 5 scale) for aspects of the travel experience (sample extracts below), across both the airport and onboard environments. Data weighting was applied to provide equity when evaluating airlines of different size. Any weighting uses passenger numbers for airlines featured in the Survey.
Additional Covid-19 Survey
Information about airline COVID-19 safety measures
Social distancing at airport check-in
Hand sanitiser available at check-in
Check-in staff wearing PPE correctly
Social distancing at boarding gate area
Boarding efficiency / social distancing applied
Document handling by airline staff
Boarding gate staff wearing PPE correctly
Seat social distancing on quieter flights
Supply of sanitiser / disinfectant wipes
Visual cleanliness of seat area
Visual cleanliness of table / armrest
Visual cleanliness of IFE screen / controls
Staff advice on facemask usage / rules
Service systems for food & beverages
Cabin staff compliance with PPE usage
Washroom queue system / distancing
Staff handling of customer facemask non-compliance
Cabin staff control of deplaning process
Service friendliness / hospitality
Service attentiveness / efficiency
Airline Lounge : product facilities
Airline Lounge : staff efficiency
Airline Lounge : staff hospitality
Selection of buy-onboard F&B
Prices of buy-onboard F&B
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