Oman Air’s commitment to continuously improving its quality standards is to receive a further boost over coming months. The national airline of the Sultanate of Oman has signed an agreement with BVA Mystery Shopping Services, a French company which specializes in assessing and evaluating customer-facing services.
The agreement will see a team of mystery shoppers pose as customers in order to experience every aspect of Oman Air’s passenger experience. They will fly in all cabin classes and on all routes, and will use all sales channels to buy tickets. Furthermore, they will examine all check in options, airport lounges and customer services access points.
Upon the completion of the project, BVA will submit a compiled data analysis report with their recommendation for all areas. This will enable Oman Air to establish a strategy for further improvement.
Oman Air’s Chief Executive Officer, Paul Gregorowitsch, says:
“Oman Air’s mission is ‘To become the best’. Whilst we have built an international reputation – and won numerous awards – for the quality of our goods and services, we know there is still more we can do. And as Oman Air continues to expand its fleet and network, it is especially important that we not only maintain, but also improve, the standard of service we offer to our customers.
“So I am pleased that we have recently commissioned a significant piece of research by BVA Mystery Shopping Services. The mystery shoppers will have full access to all Oman Air’s customer-facing services. And because they will be posing as regular passengers, none of the staff they interact with across their passenger journeys will know who the mystery shoppers are.
“This will give us the independent data that we need to develop a clear and ongoing improvement strategy. I look forward to examining the findings of BVA Mystery Shopping Services’ research at the end of the project.”
The mystery shopper project is being coordinated by Oman Air’s Inflight Services department. This reflects the fact that the inflight experience is the longest period of interaction between an airline’s customers and its staff.