Net Promoter Score (NPS) We have been monitoring our NPS since 2017. Emails are sent to guests before and after their trips for feedback on both their booking and flying experience with AirAsia. Their feedback informs us of how happy they are with our service and how likely they are to recommend AirAsia to others. The index ranges from -100 to +100, minus scores indicating that customers would not recommend the company. Our NPS has risen significantly from 2017 to 2021, indicating positive and effective outcomes of efforts to ensure our guests are happy throughout their journey with AirAsia. As we have exceeded our target NPS scores for two years in a row, we are raising our target from 2022 onwards to 60 and above. World’s Leading Low-Cost Airline at World Travel Awards World’s Best Low-Cost Airline at Skytrax World Airline Awards Business Innovation Award at the Airline Strategy Awards Silver Award in Transportation, Travel and Tourism category at the Putra Brand Awards Gold for Best Innovation and Technology at the Contact Centre Asia Pacific Awards Year NPS Score Target 2017 17 NA 2018 31 NA 2019 38 NA 2020 52 50 2021 60 50 Awards Awards validate our efforts to give the best value and experience to our guests all the time. In 2021, we continued to receive local and global recognition from well-known industry monitors. Awards during the year included: *as of Q1 2022 99% Covid-19 refund resolved 88% credit accounts utilised 1 1 0 C A P I T A L A B E R H A D Economic (cont’d.)
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