Satisfaction levels for air transport down in Q2

It dipped by 1.1 ppt YoY.

Customer satisfaction levels for the air transport sector dipped 1.1 ppt to 74.4 points for Q2, the Institute of Service Excellence at Singapore Management University (ISE@SMU) said.

The sector is made up of subsectors airport, full service airlines, and budget airlines.

According to the Customer Satisfaction Index of Singapore (CSISG), the airport subsector's score dropped by 4.2 ppt to 77.1 points.

Full service airlines saw a score increase of 0.7 ppt to 74.2 points, although it was not seen as statistically significant.

Meanwhile, the budget airlines subsector's score increased 1.7 ppt to 71.2 points.

Amongst full service airlines and budget airlines, the "comfort of the journey" factor was the top attribute that drove perceptions of quality within respondents.

For tourists, customer service of the ground staff and cabin crew set quality apart.