2011 Annual Review - Qantas

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CARING FOR CUSTOMERS The Qantas Group CARING FOR CUSTOMERS THE QANTAS GROUP CONSTANTLY STRIVES TO IMPROVE THE CUSTOMER EXPERIENCE ON THE GROUND AND IN THE AIR
Annual Review 2011 47 Customer care Customer care is fundamental to the Qantas brand. We aim to deliver customer satisfaction through a seamless end-to-end process based on operational excellence, airport and aircraft investment and world-class catering. We make a priority of listening to what our customers are telling us and responding to their needs. Ultimately, we want our customers to become advocates for the Qantas Group – but we know it is not possible unless we are delivering the highest standards of care and service. Our Closed Loop Feedback Program enables us to hear directly from over 11,000 of our valued Frequent Flyers about their Qantas experience right after they have flown with us. Not only does the feedback support continuous improvement, it provides a direct communication link between our customers and front-line managers. Part of our wider customer strategy program, it was launched in December 2010 and continues to expand, with over 20,000 surveys completed to date. Despite a number of operational challenges – the Airbus A380 incident and fleet grounding, severe weather events and ash cloud disruptions – the Qantas Group’s customer satisfaction performance was strong in 2010/2011. The A380 product and service remains a major selling point for Qantas’ long-haul operations, while the introduction of faster, smarter check-in technology at domestic airports was met with outstanding customer feedback – resulting in less time spent in queues for customers, and more time for our employees to help customers face-to-face. We now plan to introduce the technology for trans-Tasman services. On our longest domestic sectors, between the east coast and Perth, the deployment of internationally configured Boeing 747 and A330 aircraft was favourably received.
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Page 17 and 18: Annual Review 2011 15 $14.9bn Reven
Page 19 and 20: Annual Review 2011 17 283 $249m Air
Page 21 and 22: Annual Review 2011 19 Underlying Pr
Page 23 and 24: Annual Review 2011 21 SUSTAINABILIT
Page 25 and 26: Annual Review 2011 23 The highest p
Page 27 and 28: Annual Review 2011 25 CASE STUDY QF
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Page 31 and 32: Annual Review 2011 29 Qantas Intern
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Page 35 and 36: Annual Review 2011 33 Jetstar is on
Page 37 and 38: Annual Review 2011 35 QANTAS AVIATI
Page 39 and 40: Annual Review 2011 37 A great place
Page 43 and 44: Annual Review 2011 41 Highest stand
Page 45 and 46: Annual Review 2011 43 CATERING The
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Page 53 and 54: Annual Review 2011 51 Reducing emis
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Page 57 and 58: Annual Review 2011 55 Qantas and th
Page 59 and 60: Annual Review 2011 57 Qantas and re
Page 61 and 62: Annual Review 2011 59 Patricia Cros
Page 64: Qantas Airways Limited ABN 16 009 6

2011 Annual Review - Qantas

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