There are a lot of disagreements between airline labor groups and management. Many airline labor groups are frustrated by the current state of things and are looking to change their contracts as the industry recovers.
Something happening at United's flight attendant union at the moment is noteworthy, and kind of funny.
Net promoter scores are used as a metric of customer satisfaction by airlines. Airlines can use this to measure how customers feel about a service change.
The Association of Flight Attendants is following in the footsteps of management. The union wants to measure how happy flight attendants are with the management of the airline.
This concept is described by the union.
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 insight on how management can improve this critical internal customer Flight Attendant experience. We are excited to announce our new Flight Attendant Promoter Score (FPS).
Every week, United Airlines flight attendants will have the chance to fill out a survey, which will be used to update the currentFPS. The purpose of this is to give a strong visual indicator of where management has improved or what areas need to be worked on.
The flight attendants will be able to give feedback.
Flight attendants can rate management on a scale of 0-10, with zero meaning one is disappointed and 10 meaning one is happy.
The percentage of detractors is subtracted from the percentage of promoter. I am curious to see how the scores change over time, so I hope the results are published.
To establish a flight attendant promoter score, the union representing United Airlines flight attendants is asking members to chime in weekly on how management is doing.
This idea is kind of genius. What's the reason? I can't count the number of times I've had a conversation with someone in airline management, and they justified something bad by saying customers love it because of the net promoter score.
Flight attendants will not be confused about how they feel about management with this concept.
What do you think about the promoter score concept?
The tip of the hat is to paddle your own canoe.
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