Product and Service factors ranked by customers in the survey included :
GROUND / AIRPORT
Standard of Airline web site
Online Booking service
Online check-in services
Airport Ticket Counters
Waiting times at Check-in
Quality of Check-in service
Self Check-in options
Pre-boarding for families
Friendliness of Ground staff
Efficiency of Ground Staff
ONBOARD : PRODUCT
Cabin Seat comfort
Cabin Lighting / Ambience
Cabin Comfort amenities
Inflight Entertainment standards
Audio / Movie programming
Quality of Meals
Quantity of Food served
Selection of Drinks / Pay bar formats
ONBOARD : STAFF SERVICE
Assistance during Boarding
Friendliness of Staff
Service Attentiveness / Efficiency
Consistency of Service across different flights
Staff Language skills
Meal service efficiency
Availability thru Flight / Cabin presence
Assisting families with children
Problem solving Skills
General Staff Attitudes
Additional research included detailed back-up interviews amongst a representative sample of Survey
respondents. This research was to investigate respondent reasons for Best Airline nominations, and prime satisfaction drivers when using an airline.
Data weighting was applied to provide nomination equity when evaluating
airlines of different size. Data weighting used passenger numbers
for airlines featured in the Survey.
ONLINE VOTING & DISQUALIFICATION
All online Survey interviews are screened to identify and monitor ISP / user information and delete all duplicate / multiple entries.
The Skytrax poll-breaker program applies pattern-checking to all survey interviews. This identifies all nominations that follow similar rating patterns, or duplicating earlier
entries - especially important to ensure that virtual private network users cannot submit multiple or misleading entries.
The net result of the Skytrax poll-breaker program was that 3.34 per cent of total responses were ruled ineligible in this 2011-2012 World Airline Survey, to ensure maximum accuracy of final results.
No financial payment was made to any survey interviewees, and the cost of the Survey is funded by Skytrax, with no third party financial sponsorship or support.