A good understanding of customer needs is required in order to fulfil our company value of “customers first”. To this end, throughout 2012 Amadeus reviewed its customer feedback management system and put in place a solid process for the evaluation of customer satisfaction and loyalty.
Amadeus’ Customer Satisfaction Strategy process (CSS) involves the following steps:
The CSS is agreed at the senior management level and is closely linked to the company’s business strategy. It outlines the areas of focus and of greatest importance in the Amadeus-customer relationship.
Targets are based on a benchmark developed externally by consultants for a customer loyalty score. They are based on seven areas believed to be critical for a longterm win-win relationship with customers:
Targets are set also for touch-point areas (where Amadeus interacts with customers). They vary by business unit or segment (those common to all are reputation, solutions, customer service and communication).