Air France wins again at the 2021 customer relation awards.
For the 6th year running, Air France has won first prize at the Customer Relation Awards* in the Transport category. Organized by BearingPoint and Kantar TNS, these Customer Relation Awards® are truly the voice of the customer. For each company, the customers surveyed are asked to give their opinion on 15 criteria that structure customer relations. These criteria are examined from three angles: execution, connection and emotion.
In a year heavily impacted by the health crisis, the company continues to make a difference and to stand out mainly from the emotional point of view (loyalty, surprise effect) as well as from the connection point of view (co-creation, personalization). This excellent performance is also supported by the recognition of our ability to adapt and our customers’ increased levels of trust:
- 44% of customers consider that the company has adapted very well to the health crisis, one of the highest scores in all sectors.
- The evolution of the customer trust index is marked by significant scores, with 57% of customers declaring that they have maintained their trust in the brand and 32% that their trust has increased. Only 12% feel that their trust in the company has decreased.
Catherine Villar, SVP Customer Experience Air France, said: “This year, Air France posted a good performance despite the unprecedented health crisis. All our employees remain committed to offering the best. Beyond the bond we create with our customers, this result highlights the strength of our brand in terms of reassurance and trust. We are very grateful to our customers who continue to travel with us and are very proud of this award. Congratulations to all Air France teams.”
* Survey conducted by BearingPoint and Kantar in 2020 among customers and users of companies/administrations, based on a sample of 4,000 people.