The retention rate, universally used to measure customer satisfaction and loyalty, of the Latvian airline airBaltic has reached 73 index points among private customers and is considered high as shown by a survey carried out this spring by Kantar TNS. It is by 7 index points higher than the average private customer retention rate of travel and leisure sector in Europe. It is the highest customer satisfaction rate airBaltic has seen so far and demonstrates the high level of service provided.
Martin Gauss, Chief Executive Officer of airBaltic:
– Our team is constantly working to deliver the best services possible. It is vital for us to focus on all the needs of our passengers to reach the highest customer satisfaction. We continuously improve the overall passenger experience, and we are glad to see that the retention rate is proving our efforts.”
According to the study, local customer sees the safety, reliability and friendly staff as the main strengths of airBaltic. Customers also highlight the cleanliness of aircraft, easy ticket purchase and online check-in as well as clear information about flight schedules and additional services.
Notably, the retention rate has continued to grow also among transfer passengers and corporate clients. Currently, airBaltic is the first choice among corporate clients in the Baltics, achieving very high retention rates among corporate clients (87 index points) and partners (85 points).
Overall, more than 2 800 respondents were surveyed between April 16 and May 2, 2018. The study was carried out by an independent research company Kantar TNS.
Read more news about airBaltic HERE
