United Airlines
Flight Attendant Promoter Score
As we all know, United has committed to providing exceptional customer service to their passengers. United regularly surveys and collects feedback on what areas they can improve upon to provide a better experience through their Net Promoter Score (NPS). United has made it very clear that this is one of the most important metrics they use and have invested a great deal of time and effort explaining to Flight Attendants all the different ways we can have a positive impact on United’s NPS score.
United also has another set of customers, aside from their passengers, that they have not yet solicited feedback from in the same comprehensive manner: United Flight Attendants. It’s just common sense that in order to provide a great experience to United passengers, those people providing the experience must feel valued and supported. Being the problem solvers that we are, we thought we’d offer valuable input on where management can improve this critical internal customer Flight Attendant experience.
We are excited to announce our new Flight Attendant Promoter Score (FPS).
United Flight Attendants may provide feedback on how current management are doing in a number of areas that impact the Flight Attendant experience*.
We will be using a methodology based on standard NPS scoring. This has proven to be an effective gauge of passenger satisfaction, and we trust it will be just as effective in providing our feedback as well.
*You may submit one response once per week for each new survey. If multiple responses are entered, the last response recorded will be used.
How to calculate the Flight Attendant Promoter Score (FPS)
-
You can choose a number between 0-10, with zero meaning you are strongly disappointed and 10 meaning you are highly satisfied.
Flight Attendants who rate 9-10 are seen as promoters, those who rate 7-8 are seen as neutral or passive, and those who rate 0-6 are seen as detractors.
The FPS score is the percentage of promoters minus the percentage of detractors.
In contemplating the effectiveness of our FPS program, we took into strong consideration Toby Enquist, United’s Chief Customer Officer, opinion “there is no better way to understand how people feel about United than through our Net Promoter Score.” He adds: “NPS measures brand advocacy and whether customers would be likely to recommend us to their friends, family or colleagues. It’s deemed the best indicator of brand affinity and is more predictive of brand loyalty than the flight experience information we gather through our customer satisfaction survey (which we referred to as CSAT).
“We must compete for our customers’ loyalty and NPS also allows us to benchmark our performance against our competitors.”
How will our survey work?
-
Each week we invite United Flight Attendant to provide feedback the following 5 statements:
1. I feel my contributions to our airline are valued
2. I am able to trade my pairings/Reserve days with open time/pool
3. I feel supported by management
4. My contact with crew scheduling is timely and my issues are resolved
5. Management is responsive to my needs during irregular operations
Each Flight Attendant has the opportunity to fill out the survey once per week. Each week we will update the current FPS score and provide a chart on the areas management has improved or continues to need to work on.
