95 O N E R E P O R T 2 0 2 2 OVERVIEW BUSINESS OVERVIEW AND PERFORMANCE CORPORATE GOVERNANCE FINANCIAL INFORMATION SUSTAINABLE BUSINESS DEVELOPMENT Future Plans Thai AirAsia is determined to improve its OTP to greater efficiency, even in light of impacts by the pandemic and regulations placed on flights. The plan for improvement is as follows: • Prediction of Future Delays - Predicting potential delays allows planning and remedy. Past data and current factors will be used to make predictions. • Prioritisation of Flights - Since Thai AirAsia flies to several countries, analyses and development of co-routes must be carried out collaboratively. Customer Satisfaction Evaluation Commitment Thai AirAsia is committed to providing high-quality service to passengers. To diverse needs, the Company believes that passenger feedback is critical in establishing trust and confidence as well as recognising the importanceof listening topassenger recommendations, which provide the key to operating ethically and with good governance as well as to sustainable growth. Customer Satisfaction For the effective enhancement of passenger service, Thai AirAsia has been using the Net Promoter Score (NPS) satisfaction index since 2019. The index measures customer satisfaction at set touch points along the Customer Journey with each point having a directly responsible department. Improving the NPS requires integrative work by all departments towards a common goal. The customer satisfaction evaluation process involves assessment and revisions to operations at each touch point on a monthly basis to ensure that passenger needs are being met and strategies are being adapted at a timely pace.
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