Delta to Invest More in the Traveler Experience at the Airport
Photo Credit: Delta's Allison Ausband, executive vice president and chief customer experience officer, talks at Skift Aviation Forum 2022 in Dallas-Fort Worth. Source: Skift. Skift
Skift Take
Airlines often focus on their on-time performance. But a journey of a thousand miles often starts at an airport with a lot of friction. Kudos to Delta for attempting to smooth out some of the typical hassles.
Delta Air Lines has been directing more investment at enhancing what its customers experience at airports, and it relies on customer sentiment surveys to guide its progress.
"We're obsessed with NPS [net promoter score]," said Allison Ausband, executive vice president and chief customer experience officer, on Wednesday at Skift Aviation Forum at Dallas-Fort Worth. "It's our way of knowing what's sticking."
Ausband oversees about 60,000 customer-facing and design employees in Delta’s airport customer service, in-flight service, and reservations and customer care divisions. Their key measure of performance is net promoter score, which is heavily made up of surveys asking customers how likely they are to recommend the compan
