Ovet the past 15 years, the annual QualiWeb awards have been acknowledging the best online customer relations players based on a survey conducted by the Institut Concedal Conseil of some 315 websites in 17 sectors of activity. During the last quarter of 2012, each company received seven mystery emails: four information requests,a complaint, a technical problem encountered on a website and a positive review of the Company’s service. The Qualiweb quality rating is a score out of 100 points calculated in line with the quality, rapidity and presentation (level of personalization, tone, editorial quality) of the replies to these emails.
Customer satisfaction at the heart of Air France’s strategy
Customer service is an essential element of customer satisfaction and loyalty. Seeking and achieving excellence in this field is one of the central elements of the Transform 2015 plan. Through a constantly changing culture of innovation, Air France is also developing personalized service and greater autonomy for its customers. The Company is also very active on social media. Air France is continuing to increase the number of exchanges with its fans and followers on Facebook (over 1,3 million fans), Twitter (over 300,000 followers) and many other social media. It regularly provides information on its new products and services as well as changes to its network.