Qantas 2014 Annual Report Download - page 15

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When we announced our accelerated
transformation, we made a commitment
that customer service would not be
affected.
Despite the significant cost reductions
underway, we continue to invest in the
customer experience to keep our brand
strong and maintain a yield premium.
After earning record customer
satisfaction in 2012/2013, we have
built on that momentum in 2013/2014,
delivering industry-leading punctuality,
reinventing our international premium
lounges, and winning a series of awards
for service and innovation.
Punctuality
For 18 consecutive months to June
2014, Qantas was Australia’s most
punctual major domestic airline, as
measured by the Government’s Bureau
of Infrastructure, Transport and
Regional Economics.
This statistic matters because
punctuality is one of the most important
measures of performance for our
customers, especially in the time-
sensitive business market. And while
we have always been a consistent
leader in on-time performance, this
streak of consecutive monthly wins
over the competition is unprecedented
– reflecting a commitment across
the operational supply chain to lift
standards even higher.
70%
80%
90%
100%
Virgin Australia
Qantas
Jun 14
May 14
Apr 14
Mar 14
Feb 14
Jan 14
Dec 13
Nov 13
Oct 13
Sep 13
Aug 13
Jul 13
Jun 13
May 13
Apr 13
Mar 13
Feb 13
Jan 13
DEPARTURES
WITHIN
15 MINUTES
On-time performance can be affected from month to month by seasonal variations in
demand and weather-related disruptions
13
QANTAS ANNUAL REPORT 2014