American Airlines Improves Customer and Employee Feedback with Key Survey Enterprise Data Management Solution
Braintree, MA (PRWeb) February 26, 2007 -- The world’s largest airline – flying 98 million passengers in 2006 – American Airlines has incorporated Key Survey Enterprise Data Management Solution to compete in its heavily service-oriented industry. American Airlines leverages Key Survey’s main strengths such as ease of use and enterprise-wide scalability, to provide data collection throughout the entire company. Beyond deploying the Enterprise Data Management solution to collect customer feedback, American Airlines – with about 82,000 employees – has significant HR needs. With Key Survey, they can efficiently conduct employee performance management processes.
Key Survey’s ease of use and advanced set of features allows AA to rapidly create diverse and detailed surveys. In addition to American Airlines’ biweekly customer satisfaction surveys, the company conducts about eighty custom surveys a year for various departments that want specific customer information – anything from security to ticketing to in-flight service and meals. These surveys are quick to create and deploy, and provide the company with valuable feedback on specific areas.
“The great bulk of our general high-volume satisfaction tracking is done with Key Survey, along with about 75% of our specific research projects” said William Mitchell, American Airlines’ Managing Director of Customer Research. “We do custom surveys for almost every group in the company. Virtually every group in the company, from pricing to the people who schedule the airline to the flight attendant group, the airport group and the reservation groups – we basically do all their marketing research for them and for the most part we use Key Survey.”
“As a result of Key Survey information,” said HR Specialist Janice Chan, “we’ve changed the distribution ranges on the calibration process that we use for our performance management. “We’ve also changed some of the information that we have on our internal website so that the information is more easily accessible and transparent for our users. We’ve added computer-based learning resources and offered some additional training on how to have effective discussions regarding performance.”
Key Survey has enabled American Airlines to, enterprise-wide, gather actionable customer information. It’s also been a flexible data collection utility for other people and departments within the company – improving the flow of data and making AA more internally efficient and more responsive to customer needs.
About Key Survey
Key Survey, based in Boston, is the technology leader in online forms and survey software. The company provides web-hosted subscriptions for professionals who need to build and deploy sophisticated forms and surveys online. Key Survey’s core technology is an information collection utility designed to help companies gather data from any point, through any medium, and disseminate this information across the enterprise.
For more information visit www.KeySurvey.com
About American Airlines
American Airlines is the world's largest airline. American, American Eagle and the AmericanConnection ® airlines serve 250 cities in over 40 countries with more than 4,000 daily flights. The combined network fleet numbers more than 1,000 aircraft. American's award-winning Web site, AA.com, provides users with easy access to check and book fares, plus personalized news, information and travel offers. American Airlines is a founding member of the oneworld ® Alliance. Together, its members serve more than 600 destinations in over 135 countries and territories. American Airlines, Inc. and American Eagle Airlines, Inc. are subsidiaries of AMR Corporation. AmericanAirlines, American Eagle, AmericanConnection, AA.com and AAdvantage are registered trademarks of American Airlines, Inc.
For more information visit www.AA.com
Contact:
Olga Kurilenko
Key Survey
+380444869284
www.KeySurvey.com
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