KLM's World Business Class Gets High Marks
Recently introduced product improvements to the WBC in KLM's Boeing 747 fleet have met with high customer approval. These are the conclusions of Mark van der Zanden in the Customer Insight department following a recent analysis of the subject.
The first aircraft using the new WBC departed from Schiphol on 28 July 2013. From September 2013 to April 2014, Engineering and Maintenance equipped the rest of the Boeing 747 fleet with the new WBC product in close collaboration with leading Dutch designer Hella Jongerius. Travellers have shown their appreciation for the overall appearance, and especially for the full-flat seat option, which adds enormously to travel comfort.
One interesting aspect of the survey has shown that improvements in the cabin add to the travellers' experience of the flight as a whole. This has resulted in their willingness to choose KLM in the future and recommend the organisation within their own circles.
The survey information comes from eScore, the online version of the paper survey that KLM used to provide to passengers on board, to learn of their perception of KLM. Since 1 July of last year, the survey has taken place entirely online.