Across the industry, there is a lot of disagreement at the moment between airline work groups and management. Frustrated by the current state of affairs, many airlines working groups are also looking to renegotiate their contracts, as the industry recovers.
Unions are going to take different ways to get what they want, and I think something going on in the United Flight Attendants Association at the moment is noteworthy, and it’s kind of fun.
Airline management teams are generally obsessed with net promoter scores (NPS) as a measure of customer satisfaction. This allows airlines to gauge how sentiment among customers has changed over time, depending on service changes, etc.
The Flight Attendants Association (AFA), which represents United Airlines flight attendants, is pulling a book out of the management’s playbook. The guild is in the process of being established now concept The Flight Attendant Promoter (FPS) score, intended to measure how happy the flight attendants are with management at the Chicago-based airline.
Here’s how the union describes this concept:
As we all know, United has been committed to providing exceptional customer service to its passengers. United conducts regular surveys and collects feedback on areas they can improve to provide a better experience through Net Promoter Score (NPS). United have made it clear that this is one of the most important metrics they use and they have invested a significant amount of time and effort explaining all the different ways we can positively impact United’s NPS scores.
United also has another set of customers who, apart from their passengers, have not yet asked for feedback in the same blanket way: United flight attendants. It stands to reason that in order to provide a great experience for United Travelers, those people who provide the experience should feel valued and supported.
Since we are the problem solvers, we thought we would provide valuable insights into how management can improve the critical in-house flight attendant experience for the in-house customer. We are pleased to announce the result of the new hosts promoter (FPS).
How will this promoter score be measured
Every week, United Airlines flight attendants will have the opportunity to fill out a questionnaire, which will be used to update the current FPS. This is intended to give a strong visual indication of where the department has improved or the areas they need to continue operating.
The flight attendants will have the opportunity to provide feedback on the following statements:
- I feel appreciated for my contributions to our airline
- I am able to trade my pairs/booking days with open/pool times
- I feel supported by management
- I called the crew scheduling in a timely manner and my issues were resolved
- Management responds to my needs during irregular operations
Flight attendants can rate management on a scale from 0 to 10, with 0 meaning one is very disappointed, and 10 meaning someone is very satisfied:
- Flight attendants who average 9-10 are seen as promoters
- Flight attendants rated 7 to 8 are considered neutral or negative
- Flight attendants rated 0 to 6 are considered critics
Frames per second is the percentage of promoters minus the percentage of detractors. I hope the results of that will be published, because I’m curious to see how the results change over time.
The union that represents United Airlines flight attendants is now asking members to align weekly on how they think about management’s performance, in order to create a flight attendant promoter score.
If you ask me, this concept is kind of genius. why? Simply because I can’t count the number of times I’ve had a conversation with someone in airline management and they justified something bad by claiming that customers like it, based on a net promoter score (“No, everyone likes us.” Turkey sandwiches And the lobster rolls! “).
With this concept, at least there will be no confusion about how the flight attendants feel about the management.
What do you think of the concept of promoter points for flight attendants?
(tip of the hat for paddle your canoe)
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