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.


© Scoop Media

Business Headlines | Sci-Tech Headlines


Statistics: Consents Remain At Record Levels
There were 47,715 new homes consented in the year ended October 2021, up 26 percent compared with the year ended October 2020, Stats NZ said today. "The year ended October 2021 marks another record for the annual number of new homes consented,” construction statistics manager Michael Heslop said... More>>

Foodstuffs: New World & Four Square Trial NZ’s First Grocery Delivery Offer With Uber Eats

New World & Four Square have partnered with Uber Eats to unlock the first grocery offering available on the platform in Aotearoa. For New World and Four Square it’s yet another way to put New Zealanders first, particularly with those inevitable last-minute grocery needs... More>>

Digitl: Download 2.0 – Vodafone Wi-Fi Calling hits early milestone
Vodafone says it has 10,000 customers using its Wi-Fi Calling service. It took less than three months to reach that milestone; the service began operating in September... More>>

ABC Business Sales: Demand High For Covid-proof Businesses
Despite the continuing challenges facing businesses in this Covid environment, right now there are more buyers looking for a small-medium sized business than there are sellers in the market... More>>

PriceSpy: Producer Prices Increase
New Black Friday and Covid-19 Report* released by PriceSpy says people’s fear of stepping inside physical shops during big sales events like Black Friday has risen since last year; Kiwis are still planning to shop, but more than ever will do it online this year... More>>

NZ Skeptics Society: Announce Their 2021 Awards, And Dr Simon Thornley Wins The Bent Spoon

Every year the New Zealand Skeptics presents its awards to people and organisations who have impressed us or dismayed us, and this year it’s been hard to pick our winners because there have been so many choices!.. More>>

REINZ: Sales Volumes Leveling Out

Data released today by the Real Estate Institute of New Zealand (REINZ) shows there were 44 fewer lifestyle property sales (-2.6%) for the three months ended October 2021 than for the three months ended September 2021... More>>