Bsquared, customer loyalty management experts, has been appointed to run the customer satisfaction improvement programme in Airbus Customer Services.
The five-year Customer Satisfaction Improvement Programme started in March 2014 and will measure satisfaction, strength of relationship and loyalty of Airbus customers worldwide covering airline operators, leasing companies and MROs.
Supporting customer engagement is part of the overall Airbus Voice of the Customer process.
Holger Cuno, Manager Customer Surveys within the Airbus Customer Services and Support division said “Bsquared offered us the flexibility and rapid response times we required and have a deep understanding of using customer insight to drive change.”
Rob Brickle, Managing Director, Bsquared Consulting said “we were delighted to be selected from a strong field with our expertise in analysis of customer data being recognised.”