Latest news with #CustomerSatisfactionIndex
Yahoo
07-05-2025
- Business
- Yahoo
J.D. Power: Airline satisfaction up despite economic headwinds
(WJET/WFXP) — A new study from J.D. Power shows that, despite a decrease in customer confidence, airlines have seen an improvement in customer satisfaction with a six-point increase since last year. 'Throughout our one-year study period, we've seen a slight decline in both ticket prices and passenger volume, which has helped keep overall passenger satisfaction levels high,' said Michael Taylor, senior managing director of travel, hospitality, retail, and customer service. 'But it's clear that market dynamics are changing and will likely affect passenger experience in the coming weeks and months. Airlines will likely have a tougher year this year, economically, but the key to their longer-term success will be how well they manage economic headwinds without compromising on customer experience.' This year, fewer than one in ten passengers experienced problems, with most flyers citing that flight delays were the most common problem. Those who did not have any issues had a drastically higher level of trust with the airline, 150 points higher than those who did have an issue. Airline staff also proved to be crucial to satisfaction, with a nine-point increase for those experiencing a positive experience while flying in economy/basic economy. Brand loyalty is also a major finding of the study, with those who described their air travel experience as 'perfect' saying that they 'definitely will' fly with that airline again. This year's study showed that JetBlue Airlines has gained the most trust with flyers, and it now sits in second place across all segments, and first place in first/business class. Its most significant jump in satisfaction was in the Premium Economy and economy/basic economy segments, where it saw an increase of over 30 points in both categories. This year is the second year using the 2024 redesigned study. The study measures a passenger's satisfaction based on performance in 7 core categories on a poor-to-perfect 6-point scale. The categories are: Airline staff, digital tools, ease of travel, on-board experience, pre/post-flight experience, and value for price paid. The study collected results from 10,224 passengers from March 2024 through March 2025. First/Business Class This year, JetBlue Airways overtook Delta Air Lines, taking the top spot in customer satisfaction with a score of 738 out of a scale of 1,000 points for the First and Business class segment. Delta Air Lines fell to second with 724 points, after it beat out JetBlue in last year's study. Overall Customer Satisfaction Index Rating [First/Business Class]: JetBlue Airways (738) Delta Air Lines (724) Alaska Airlines (709) United Airlines (690) Air Canada (686) American Airlines (684) Premium Economy For the premium economy segment, Delta Air Lines took first place for the third year in a row with 717 points, with JetBlue coming in second with 699 points. Overall Customer Satisfaction Index Rating [Premium Economy Class]: Delta Air Lines (717) JetBlue Airways (699) Alaska Airlines (691) United Airlines (652) American Airlines (650) Air Canada (616) WestJet (614) Economy/Basic Economy Class As for the economy and basic economy class, Southwest Airlines remains on top for a fourth consecutive year with 694 points, with JetBlue Airline in second place with 663 points. Overall Customer Satisfaction Index Rating [Economy/Basic Economy]: Southwest Airlines (685) JetBlue Airways (663) Delta Air Lines (662) Alaska Airlines (645) Allegiant Air (636) United Airlines (603) American Airlines (597) Air Canada (561) WestJet (537) Spirit Airlines (526) Frontier Airlines (520) Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed. For the latest news, weather, sports, and streaming video, head to WJET/WFXP/
Zawya
12-04-2025
- Business
- Zawya
NBK named 'Best Retail Bank in Customer Service in Kuwait' for 2024
National Bank of Kuwait (NBK) has once again reaffirmed its leadership in customer service excellence, earning the title of 'Best Retail Bank in Customer Service in Kuwait' for 2024 by Service Hero, the region's only consumer-powered customer satisfaction index. This marks the 14th consecutive year NBK has received this prestigious recognition. The announcement was made during Service Hero's annual awards ceremony, where Mr. Hisham Al-Nusif, Head of Consumer Banking Group at NBK, participated in a panel discussion to share insights on the Bank's customer-centric strategy and how it continues to set the benchmark for retail banking in Kuwait. Customer service quality remains a cornerstone of NBK's strategy. The Bank is committed to maintaining the highest levels of satisfaction by continuously launching new services, products, and initiatives tailored to meet evolving customer expectations year-round. As part of its unwavering commitment to keeping customers at the heart of its operations, NBK places customer satisfaction at the core of its strategic vision. Every new product or service launched is preceded by in-depth research and analysis, led by a specialized team dedicated to capturing customer feedback, evaluating service quality, and driving continuous improvements aimed at exceeding customer expectations. The studies conducted by the Bank both before and after the launch of any new product or service play a pivotal role in ensuring the delivery of top-tier service that aligns with customers' needs and aspirations. Service Hero's Customer Satisfaction Index is regarded as one of the region's most credible indicators of service excellence, owing to its affiliation with the American Customer Satisfaction Index and compliance with the standards of the European Society for Opinion and Marketing Research (ESOMAR). The results are independently verified and overseen by an advisory board comprising prominent academics and business professionals, ensuring objectivity, transparency, and credibility. The "Best Retail Bank in Customer Service in Kuwait" award is 100% based on survey responses that assess key metrics such as meeting customer expectations, satisfaction levels, how well brands handle complaints and loyalty as well as open ended comments give brands the insight to manage their service offering better. The index uses statistically validated data gathered independently from consumers through market research sampling. Its aim is to enable consumers to make their voices heard while simultaneously enabling brands to learn from their feedback.
The Guardian
19-03-2025
- Politics
- The Guardian
Who Is Government? by Michael Lewis review – what Doge is trying to destroy
It is a tad obnoxious for Michael Lewis, perhaps America's most consistently successful nonfiction author, to open his new book by boasting that a previous one sold half a million copies, but bear with him. The book in question was 2018's The Fifth Risk, in which Lewis smartly responded to Donald Trump's first administration with profiles of a handful of unknown federal government employees in order to valorise what Trump scorned and highlight the cost of breaking it. His point in the introduction to Who Is Government? is that you could lift the lid on any department and find a similar treasure trove of stories: people you've never heard of, doing work whose importance you've never understood. Last year, Lewis assembled a crack team of long-form writers to uncover more of these stories for the Washington Post, and those articles are collected here. The gods have yet again smiled on him, if not his country, because the timing is horrendously perfect. One of the many people who doesn't understand how the US government works has somehow been permitted to take it down to the studs in the name of 'efficiency'. Elon Musk's Doge has only been running for a few weeks but Americans will be suffering the consequences of his ignorant vandalism for many years to come, in health, national security, disaster preparation and more. It would not be surprising to learn that some of the people interviewed here have already been laid off, or their work defunded. At any rate, Musk's demolition derby makes this kind of journalism feel, more than ever, like a civic duty. Contrary to the conservative stereotype of a ballooning bureaucracy, the size of the federal workforce has not changed greatly since the 1960s. It currently numbers around 2.4m people, more than 70% of whom work for agencies related to defence and national security. No doubt some of them are mediocre or incompetent, and some systems are badly in need of reform, but this book rightly focuses on the quiet heroes who represent public service at its best. One reason we don't know who these people are is that they don't care if you know who they are. 'The best thing in the world is when no one can remember whose idea it was,' says Ronald E Waters, the humble powerhouse whose National Cemetery Administration has a record rating of 97 on the Customer Satisfaction Index. As the New Yorker's Casey Cep writes: 'He refuses to believe there's anything like a Ron Fan Club, no matter how many members I find.' Visiting Nasa's Jet Propulsion Laboratory, Dave Eggers notices 'a relentless emphasis on teams and groups and predecessors' rather than individual glory. Each chapter has its own distinct flavour. Novelist Geraldine Brooks's story of an IRS cybercrime specialist who teaches jiu-jitsu when he's not thwarting drug dealers, terrorists and paedophiles could be a movie pitch, while historian Sarah Vowell's exquisitely written tour of the National Archives intertwines US history with that of her own family: 'I was looking for a country I want to live in.' John Lanchester tweaks the assignment by profiling not a person but a number: the consumer price index. He deftly explains how it works and how it falls short. Food prices constitute just 8% of the CPI but they are the main cause of sticker shock, so inflation can be technically falling but, as Joe Biden and Kamala Harris could tell you, consumers won't feel it. But that does not make CPI, as rightwing agitators claim, a lie. Lanchester's seemingly wonkish article ascends towards a stirring defence of the pursuit of objective data, however imperfect, as an expression of Enlightenment values. Lewis bookends Who Is Government? with two typically gripping stories that illustrate the limits of free market solutions. Christopher Mark, a former coal miner who revolutionised mine safety at the Department of Labor, discovered that mine operators declined to implement simple life-saving measures in order to cut costs. It took regulation, often demonised as 'red tape', to force their hand. Heather Stone, an epidemiologist at the Food and Drug Administration, investigates deadly diseases so rare that the pharmaceutical industry sees no profit in developing treatments. Put bluntly, the private sector will let people die. It does pay better though. Doge's voluntary redundancy offer perversely incentivises the most accomplished civil servants to triple their salaries by leaving and the less impressive to stay. For everyone in this book, public service is a higher calling. It is also meant to transcend partisan politics. 'There's no Republican or Democratic way to bury a veteran,' says Ron Waters. Sign up to Inside Saturday The only way to get a look behind the scenes of the Saturday magazine. Sign up to get the inside story from our top writers as well as all the must-read articles and columns, delivered to your inbox every weekend. after newsletter promotion Doge's mercenary, hyperpoliticised agenda is antithetical to these civic values. 'Move fast and break things' might work at a startup but it is a catastrophic approach to complex public institutions that have built up over decades. Musk sees federal employees as either time-serving hacks burning through taxpayer dollars or subversive enemies within. Unfortunately, civil servants' admirable humility allows such caricatures to proliferate. 'The typecasting has always been lazy and stupid, but increasingly, it's deadly,' Lewis writes. This eye-opening, multifaceted ode to public service therefore feels both urgent and moving. Who Is Government? The Untold Story of Public Service by Michael Lewis is published by Allen Lane (£25). To support the Guardian and the Observer buy a copy at Delivery charges may apply.
Yahoo
27-01-2025
- Automotive
- Yahoo
Connexion Mobility ties up with Modives on insurance verification
Automotive company Connexion Mobility has teamed up with insurance verification and monitoring company Modives to bring identity and insurance verification to the automotive space. Connexion Mobility's network of dealership customers can now improve their risk management for courtesy fleets. According to the company, outdated verification processes result in various costs including vehicle downtime, repair expenses, business interruptions and liability risks. Moreover, recent updates to the Federal Trade Commission's Safeguards Rule now impose new compliance obligations on auto dealerships, OEMs and lenders. Failure to meet these requirements, including proper verification of insurance coverage, can lead to fines of up to $51,744 per violation. CheckMy Driver, Modives' patent-pending insurance verification app, along with CheckMy ID represent a secure, automated, real-time solution for insurance and identity verification, meeting new compliance requirements. The system helps protect customer data and reduce dealership liability. This partnership integrates CheckMy Driver and CheckMy ID into Connexion Mobility's fleet and rental management platform to improve operational efficiency for dealers. The integration is said to enhance efficiency in operations, reduce risk and result in better consumer experience with Express Check-in and a higher dealer Customer Satisfaction Index (CSI) rating. By using insurance and identity data, dealerships can identify sales opportunities for upgrades, new cars and products such as warranties and vehicle service contracts (VSCs). Connexion Mobility CEO Aaryn Nania said: 'By turning routine transactions into strategic opportunities, we are not only enhancing customer experiences and protecting OEMs and dealers' businesses but also helping our dealers uncover new revenue potential. CheckMy Driver and CheckMy ID are the perfect complement to our mission of delivering valuable innovation to the automotive industry.' Modives CEO Fred Waite stated: 'By integrating CheckMy Driver and CheckMy ID into their dealers' workflows, Connexion not only empowers dealers to mitigate risks but also leverages the resulting unique customer data for revenue-generating activity.' "Connexion Mobility ties up with Modives on insurance verification " was originally created and published by Life Insurance International, a GlobalData owned brand. The information on this site has been included in good faith for general informational purposes only. It is not intended to amount to advice on which you should rely, and we give no representation, warranty or guarantee, whether express or implied as to its accuracy or completeness. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
