Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 

Singapore Airlines Named ‘Best in Travel And Hotel Sector’

11 JULY 2019


Singapore Airlines Named ‘Best in Travel And Hotel Sector’ at 2019 KPMG NZ Customer Experience Excellence Awards

Singapore Airlines has been named ‘Best in the Travel and Hotel Sector’ and placed second overall at last week’s second annual KPMG Customer Experience Excellence Awards in New Zealand.

The report shares the top brands excelling in customer experience, based on a survey of almost 3,000 consumers nationwide, with 130 local and international brands considered against the KPMG Six Pillars of Customer Experience Excellence.

Customers were asked to respond to questions relating to the following pillars for each brand:

• Personalisation – Using individualised attention to drive emotional connection
• Integrity – Being trustworthy
• Expectations – Managing, meeting and exceeding customer expectations
• Resolution – Turning a poor experience into a great one
• Time and Effort – Minimising customer effort and creating frictionless processes
• Empathy - Achieving an understanding of the customer’s circumstances to drive deep rapport
According to the survey, Singapore Airlines was rated highly for empathy and the ability to meet and exceed expectations, while delivering the highest levels of customer service and satisfaction in a genuine way.

Only the top ten brands are featured in the report, which aims to highlight the excellent actions each recognised brand has taken to deliver exceptional customer experiences.

“We are humbled to have been recognised with two awards at the KPMG Customer Experience Excellence Awards,” said Singapore Airlines, NZ General Manager, Mr Kenny Teo.

“The passenger experience is at the forefront of every decision we make as an airline, and while we do not seek these awards, they are validation and recognition for all of our staff who work tirelessly to making each journey as enjoyable as possible.

“Being nominated for, and winning awards such as this would not be possible without the ongoing support of our customers and the travel trade in New Zealand. We are extremely grateful for their continued support.”

KPMG Partner, Simon Hunter, said Singapore Airlines’ success lies in its dedication to exceeding customer needs and investing a considerable amount of time and resource into the science of execution.

Customers who were surveyed were required to have interacted with each brand in the last six months, and at least 100 consumers per brand were required to be included in the final KPMG research results.

ends

© Scoop Media

 
 
 
Business Headlines | Sci-Tech Headlines

 

$7.5 Billion Surplus: Government Accounts "Show Strong Economy"

“The surplus and low levels of debt show the economy is in good shape. This allows the Government to spend more on infrastructure and make record investments in health and education,” Grant Robertson says. More>>

ALSO:

New OIO Application Trumps Judicial Review: OceanaGold Cleared To Buy Land For Waihi Tailings Expansion

In a surprise turnaround, the government has given OceanaGold a greenlight to buy land to expand its Waihi mine after the application was previously turned down by Land Information Minister Eugenie Sage. More>>

ALSO:

Christchurch Rebuild: Fletcher Sued For $7.5m Over Justice Precinct

Fletcher Building is being sued for $7.5 million by utilities contractor Electrix, one of the subcontractors on the Christchurch Justice and Emergency Services Precinct. More>>

Three New Drugs: PHARMAC Signs Bundle Deal For More Cancer Medicines

420 New Zealanders with lung cancer, breast cancer, multiple sclerosis and respiratory disease will benefit each year from a bundle deal PHARMAC has finalised with a medicine supplier. More>>

ALSO:

"Levels Playing Field": Government Responds To Electricity Price Review

The changes announced today include: • Supporting new and independent retailers by requiring the big power companies to sell into the wholesale market at affordable rates. • Extending discount rates to all customers • A pilot scheme to help customers who have not switched power providers before to shop around for better deals... More>>

ALSO: