Vietjet Air is an international new-age airline based in Hanoi, Vietnam. It is the first privately owned airline to be established in Vietnam. The airline’s goal is to make air transport more popular in Vietnam, the region and worldwide. True to its motto “Enjoy Flying!”, the company’s mission is to achieve customer satisfaction by providing outstanding services with a friendly smile.
With a fleet size of 70 airplanes and over 108 domestic and international destinations, Vietjet Air has become the largest private airline to offer domestic services in Vietnam. The airline’s first flight was in 2011. By 2019, it carried its more than 70th millionth passenger, easily living up to its core values of providing safety, happiness, affordable prices and punctuality to all its customers.
High Customer Service Levels as Key Ingredients for Success
High customer service levels are key for Vietjets’ success in the very competitive domestic flights market. Due to huge amounts of data for airport service quality, staff at the Customer Services Department found itself inundated with data to analyze. The creation of daily reports was very complex, with much of the data manually extracted to create these reports.
When it came to complaint management, messages between departments or airports were usually sent via email, thus prolonging the customer service experience and making it difficult to access or update information.
Vietjet needed a system that could be customized and designed to meet its daily operational requirements. Collection, handling, monitoring, and evaluation were all central to Vietjet’s ability to provide efficient customer service, and to ensure fast and effective access and control over the quality of its processes, anytime and from anywhere.
Mobile view of the Vietjet Air Passenger Survey
Real-Time Performance Management Platform as Complete Solution
The capability for Vietjet to monitor any customer-relevant information in real time was essential in its decision to work with Spectos. Spectos proposed its real-time performance management platform, which provides Vietjet with a fully comprehensive system for monitoring passenger satisfaction.
The ability of Spectos to customize and design the performance monitoring solution according to Vietjet’s internal control processes was of key importance to Vietjet. These controls include regular checks, ongoing data collection and classification, evaluation, assignment, monitoring and handling, and reporting.
Service Excellence for Passengers and Vietjet Air
Vietjet and Spectos ran a 3 months pilot at Tan Son Nhat airport. The goal of the pilot was to collect and analyze customer satisfaction data using the Spectos solution. After the success of the pilot project, Vietjet decided to roll out the Spectos solution for its whole system and all 32 national and domestic airports.
All data from customer satisfaction surveys about about airport service quality are transmitted in real-time to Vietjet’s Customer Service Center. Each critical feedback is evaluated and given an automatic finding. A findings system based on the Spectos ticket service has been designed to manage and monitor all the findings and how they are resolved by the assigned individual or department.
Example view of passenger satisfaction scores in the Spectos Mobility Cockpit
In addition to the findings system, Spectos has provided Vietjet Air a web-based reporting system in the form of customized cockpits. The real-time performance management solution has helped to make information clear and accessible, shortening the time of problem resolution as well as improving the service quality at all airports.
The Spectos survey service app enables Vietjet’s passengers to provide feedback via smartphone and tablet even in offline mode, e.g. during a flight, which is transmitted as soon as an Internet connection is established.
All results are available as online reports in customized cockpits for customer service. The KPIs presented in these reports help to assess the performance of individual airports. The reports have become an effective tool for quickly addressing emerging issues at the airports and support Vietjet Air’s commitment to continuously optimize service quality.
