Claes Fornell

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Last quote by Claes Fornell

Customer satisfaction has never appeared to be a goal for airlines. Compared to other industries, the financial return on passenger satisfaction is not much of an incentive. The exception is in the few airports where airlines actually compete with one another – or when they treat passengers spectacularly badly in public.feedback
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Claes Fornell has most recently been quoted in an article called Guess Which Big Airline Scored Lowest in the Airline Satisfaction Survey Again?. Claes Fornell said, “Customer satisfaction has never appeared to be a goal for airlines. Compared to other industries, the financial return on passenger satisfaction is not much of an incentive. The exception is in the few airports where airlines actually compete with one another – or when they treat passengers spectacularly badly in public.”. Claes Fornell has been quoted a grand total of 2 times in 1 article.
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