KPIs on the Prize

KPIs on the Prize

Measuring Service Objectively

What you seek is the confidence that your crew understands and therefore can deliver a “consistent customer experience” to you and your executives, one that meets your travel requirements every time you fly. So you must communicate those requirements precisely to your crew, to ensure that your aviation department can reliably repeat top level performance, flight after flight. That consistency of service also helps assure you that your team has risk management discipline throughout the operation. This is even more critical if you have multiple crews; standardized discipline on the flight deck avoids customer experiences that differ depending on who is flying.