Customer satisfaction measurement is complicated in Amadeus by the different business units and customers groups affected. Our Global Marketing Research team is therefore coordinating the customer satisfaction survey programme with the following objectives:
In 2011 the following customer groups were included in the CSS programme:
Once CSS results are obtained, each commercial business unit follows a systematic plan to build and implement an improvement plan.
In 2012 the objective is to expand the scope to include corporations and on-line travel agencies in the Distribution business.