What does it take to make a difference – a real, positive difference in a customer’s day? Honeywell’s Customer Experience team is determined to find out.
Every month, we’ll identify, explore, summarize and share research on how you can provide differential service to your customers – and how Honeywell Air Transport & Regional (AT&R) will deliver the same to you.
Read on for this month’s blog on the surprising factors driving consumer airline choice. Then, let us know what you think about applying the lessons to your business.
What’s driving your passengers’ airline choice?
Some things, you’re just absolutely sure of. For example, everyone knows that ticket prices are what drive a fliers choice of airlines.
Or, do they? According to data released by the global research arm of the Opinion Research Corporation (ORC), this assumption didn’t hold true.
Passengers surveyed did say that price is a major factor in their flight selections. Yet only 39% of the passengers purchased the lowest price ticket. So what caused the change? Why did so many passengers opt for a higher-priced ticket? Better flight times and better quality of service were the top reasons for not selecting the cheapest flight. Convenience and personal attention were so valued that passengers were willing to pay more for the experience.
The research also identified an important gap: almost 70% of passengers said that they found it hard to compare service quality between airlines. This gap represents a great way for an airline to differentiate themselves in the market quickly…by communicating service advantages during the ticket investigation and purchase process.
Honeywell’s take on ORC’s data:
As the ORC research proves, sometimes there’s a huge difference between assuming and knowing. So for the last few years, we’ve gone to great lengths to ask, listen and hear what our customers’ think about and want from Honeywell.
Your feedback led us to completely restructure our service system, and to develop the unique Aerospace Technical Support (ATS) team. Dial one phone number, and within 15 seconds you’ll be connected with the veteran professional best suited to keep you flying.
Join us here next month for information on passengers’ take on departure and arrival services.