News: BA and Virgin top customer satisfaction poll
Flights > News > # 1337 (03/07/2007)
British Airways and Virgin Atlantic have been rated as the best transport companies in a new customer satisfaction survey of UK firms.
The UK Customer Satisfaction Index from the Institute of Customer Service (ICS) measured a range of companies, including those in the transport sector, and discovered that the two airlines have the best customer service records.
Overall satisfaction with British Airways recorded an index rating of 74.4, while Virgin Atlantic scored 73.2. Budget airline Ryanair propped up the foot of the table, managing a measly rating of just 55, well below the industry average.
ICS executive director Robert Crawford said that many of the low ratings for big firms in other sectors could be attributed to their current or former status as monopolist organisations.
He said: "Sectors such as utilities and transport - trains, buses - that have gone private can still retain tendencies towards a monopolistic mind-set, which does tend to breed a take-it-or-leave it attitude. There are also good examples in these sectors such as BA. Some, of course, such as Ryanair, don't have that excuse.”
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