The CSS programme is sponsored by senior management and at the operational level managed by the Global Marketing Research (GMR) team. The GMR team is responsible for the execution of the Customer Satisfaction Measurement Programme and provides support to all business units, segments and senior management in delivering all the phases described above. It is also responsible for promoting the initiative internally as well as for providing additional analysis of the measurement results to meet the needs of various internal stakeholders (Product Development, Industry Affairs, Investor Relations, etc.).
In 2013 Amadeus will continue measuring customer satisfaction with its products and services as well as customer loyalty. It will also work on a wider consolidated feedback management system to ensure that the voice of customers is heard and always acted upon. To this end, customer feedback survey mapping is being developed. All this is part of a larger initiative concerned with improving customer intimacy and always putting Amadeus customers first.