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Quality Observer: ensuring consistent service delivery

New programme complements the ongoing customer satisfaction study

About this partner

In a first for the airline industry, AIR FRANCE and KLM are introducing the Quality Observer programme. This innovative audit programme is designed to objectively observe and measure whether products and services are delivered according to pre-defined quality standards at every customer point of contact during the journey. The results of the programme are used to ensure that consistently high service standards are delivered worldwide.

Within the programme, Flying Blue Elite members will be randomly invited to join the Quality Observer community and participate as Quality Observers. You may be selected to take part during travel you already have planned and according to the following combined criteria:
  • Booking data
  • Pre-set Quality Observer coverage and observation frequency needs per airport and per flight
If you are invited, your participation is highly appreciated. To help you record your observations, a special app is available as a measurement tool. This app focuses on the pre-defined objective audit questions, both on a product and service level, versus specifications.

The Quality Observer programme will run alongside the new online survey that has recently been introduced by AIR FRANCE and KLM. This survey measures customer satisfaction in regard to the complete airline travel process and addresses subjective customer perceptions. Invitations for the survey are e-mailed to a selection of passengers after every flight. AIR FRANCE and KLM will use the combined results of Quality Observer and the satisfaction survey to ensure you enjoy a high-quality travel experience and, where necessary, improve customer service.

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