Air Malta said that it has surveyed over 10,000 customers to gauge their satisfaction levels in a new method of survey, to understand real-time customer satisfaction levels.

“Air Malta is one of the first organisations in Malta to have introduced the Net Promoter Score (NPS). In contrast to traditional survey measures, NPS makes it possible to rectify issues fast rather than get to know about them months later. By then customers might have switched to a competitor.”

Customers are surveyed online on one single question. They are asked to rate on a standard 0-10 scale the likelihood of recommending the company to a friend or colleague. Rating customers are classified in three categories: detractors, passives or promoters. The calculated NPS is an index deducting detractors from promoters (two highest scores) and can therefore range from +100 (all promoters) to -100 (all detractors).

The airline said that it started measuring NPS in the spring and now achieves an average score of +44, considered to be in the top range across any industry including airlines. “More than 10,000 customers have given their feedback and during the last week of October the airline achieved a score of 54, which is an exceptionally good NPS.”

The airline concluded that it intends to continue measuring this score to benchmark its performance. This score is also shared with employees and is part of the efforts to make customer focus an integral part of the company culture, it said.

Visit www.airmalta.com, www.facebook.com/AirMalta for more information.

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