Question NW2450 to the Minister of Public Enterprises
31 July 2023 - NW2450
De Freitas, Mr MS to ask the Minister of Public Enterprises
With reference to surveys emailed to passengers who had recently travelled with SA Airways, (a) how (i) are the responses to completed surveys analysed and (ii) is the information used and (b) what is the average turnaround time between receipt of survey responses and the collation of the information?
Reply:
According to the information received from SAA
(a)(i) All the response are analysed using PowerBI tool which allows SAA to gain deeper insights, accurate reports, and route analysis.
(a)(ii) The information is used to measure Customer Satisfaction and Net Promoter Score and guides customer service improvements.
(b) It takes about 2 days to collate the information and investigate where necessary.
Remarks: Reply: Approved / Not Approved
Jacky Molisane P J Gordhan, MP
Acting Director-General Minister
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