Virgin Atlantic tops customers satisfaction poll
June 11, 2009Virgin Atlantic has come up trumps in a customer satisfaction poll, just one week after it defied the economic downturn by posting a leap in annual profits.
The UK's major airlines were ascribed a score of 0-100 in the first National Customer Satisfaction Index (NCSI), with Virgin achieving an enviable rating of 75.
British Airways fared somewhat less well – matching the industry average of 69 – while bmi received a grade of 67 and easyJet scored a disappointing 66.
Overall, however, UK airlines outperformed their American counterparts, with the average score on the other side of the Atlantic running to a mere 64.
Commenting on the findings, lead researcher Claes Fornell said: "Not only does customer satisfaction have an effect on consumer demand, it also impacts share prices.
"For most companies, stock prices fell sharply during the past year, but as in the US, companies with average or better customer satisfaction were punished less by investors."
Last month, Virgin Atlantic saw its annual profits surge from £34.8 million to £68.4 million. By contrast, BA reported a record loss of £401 million.
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