ANA No1Japanese Customer Satisfaction Airline

This marks the first year that ANA received the top score in the survey's most prestigious category, Customer Satisfaction.

ANA also won top marks in all other five categories.TOKYO, Nov. 7, 2018 - All Nippon Airways (ANA), Japan's largest and 5-star airline for six consecutive years, received the highest score in the International Aviation division of the Japanese Customer Satisfaction Index Survey, which was released today.

The renowned Japanese Customer Satisfaction Index (JCSI) Survey is an annual survey conducted by the Service Productivity and Innovation for Growth*1 (SPRING) organization in Japan. There are six categories making up the comprehensive survey's International Aviation division: Customer Expectation (expectation of company/brand), Perceived Quality (quality of service), Perceived Value (cost performance), Customer Satisfaction (satisfaction with service), Recommendation Intent (intention to recommend to others) and Loyalty (intention to use again). For the first time ever, ANA was the top-ranked airline in all six categories. Previously, ANA has received the top score in several categories, including Customer Expectation, where it kept the highest rank for the sixth consecutive year. However, this year ANA has been chosen as No. 1 in Customer Satisfaction category for the first time.


"ANA always strives to put the customer first," said Yutaka Ito, Executive Vice President of ANA. "Our business model is built around prioritizing our customers and not just meeting their expectations, but exceeding them. This is an area where we constantly seek to improve our performance and hold ourselves to a higher standard year after year. We believe that this focus has helped separate ANA from the competition, and the award confirms our dedication is making a real difference."


Dating back to 2009, the JCSI survey is one of the most influential corporate indices in Japan. To formulate the rankings, more than 120,000 people in Japan are surveyed on approximately 400 companies over 30 key markets. SPRING is conducting six surveys this year, each evaluating a different market division.
The concept of Japanese hospitality or “Omotenashi” is central to the philosophy of ANA. ANA’s detail-driven approach has resulted in award-winning customer service, and the airline will strive to build on its customer service credentials and maintain its standard for excellence.


*1 SPRING was set up in 2006 as a tri-party platform of industry, academia and government to promote innovation and productivity of the service industry. SPRING has members from diverse sectors in Japan. In the 2013 government initiative to revitalize Japan, it was decided that "SPRING will be positioned as a national movement." SPRING works as the place to share knowledge and promote dialogue among members to support the dynamic growth of the service industry. SPRING develops, researches and makes policy proposals regarding the JCSI (Japanese Customer Satisfaction Index.)



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