Finnair tries creative customer feedback
U.S. carriers have made major progress in listening to direct customer feedback in recent years, while foreign airlines have been less aggressive in pursuing new creative approaches. Finnair, however, is trying to change that. It’s looking for “quality hunters” — fliers who will spend two months on flights around the world and report their findings.
Product-testing and sampling is certainly not a new concept, but the scale on which Finland’s largest carrier plans to implement the program is rare — as is the public way it has chosen to recruit the four travelers it needs. Finnair, which is a member of the Oneworld alliance, calls them “independent advisers, whose task is to travel to various destinations in Europe, Asia and the U.S. to investigate the elements that determine quality in travel”…
