Highly critical YouGov report shows collapsing BA customer perceptions

[Strategic Aviation]

Highly critical YouGov report shows collapsing BA customer perceptions - Head for Points

One thing that was missing from the ‘Investor Day’ presentation given to the City recently was the ‘net promoter score’ for British Airways. It is an accepted statistical method of showing how well regarded a company is by its customers and is also a number which IAG is known to focus on closely.

The report is not all doom and gloom:

Despite the fall in perception among several key groups, it should be remembered that British Airways is still the highest rated airline in the UK according to many metrics, and, despite falls in views of the carrier’s quality and value for money, the vast majority (87%) who flew with BA in the last 12 months were satisfied with their experience.

 

[clifford]

No surprises there then.

 

[Strategic Aviation]

I'm surprised 87% who flew BA in the last 12 months were satisfied

British Airways Charges $6 If You Want Your Tea Extra Strong in Coach - View from the Wing

 

[scaredeycat]

Given that regular contributors to AFF don't really reflect the majority of the travelling public, an 87% satisfaction rating would surprise many of us. If BA were to ask us whether we are satisfied with their J and F product, they might get a rude shock - or perhaps not. I think they already know that their premium classes are no longer up to standard.

 

[Strategic Aviation]

My comment was not in relation to premium cabins or frequent flyers. There have been cuts to the BA offering across the board (the previous link was an example in Y), resulting in the damage to the brand shown in the graphs.

I would have expected more widespread dissatisfaction among Y pax.