Page 33 - Goldair_Handling_F WEB
P. 33

Investing in Customer Excellence   Effective Communication



 Goldair Handling is a B2B company that specializes   Company. Goldair Handling values this feedback   Except for the above communication channels, Company communicates with its customers and partners,
 in ground handling services for airlines, cargo   as an invaluable resource for enhancing the quality   through advertising and display practices.  For Goldair Handling, responsible communication practices not
 carriers, and other aviation companies. Goldair   of its services and meeting the expectations of   only serve as a tool for developing a relationship of trust with all its stakeholders, but also contribute to the
 Handling has established itself as a customer-  all stakeholders. The Company's Quality Policy   responsible promotion of its services. In this context, the Company applies a Marketing and Communications
 centric company by adopting a philosophy that   governs every aspect of its daily operations and   Policy, aiming to promote transparent and sound advertising and communication.
 emphasizes the importance of adding value not only   prioritizes customer satisfaction. Goldair Handling
 to its clients but also to its clients' stakeholders. The   strives to maintain the highest standards of service   New Communication Channel through
 Company's strategy revolves around continually   excellence by regularly reviewing and improving its   Customer Service website form
 enhancing its services to serve existing customers   processes and procedures. Its diverse client base
 reliably and establish new partnerships.  includes commercial airlines, general aviation,   514   Goldair Handling launched in 2022 a new web-based
 cargo, and mail carriers, and its exceptional   Forms from website
 Goldair Handling demonstrates its unwavering   performance in delivering customer experiences   communication channel with clients and all its
                                                            stakeholders. This new channel enables clients to
 commitment to customer satisfaction through its   has made it a leader in the aviation industry. The   provide Goldair Handling with valuable feedback
 customer management system, which is supported   Company's specific communication channels   and suggestions in a convenient and efficient
 by multiple communication channels.  This   enable prompt responses to all comments and   manner. The feedback form is bilingual and easy to
 system enables airlines, passengers, and other   queries, keeping open lines of communication with   use, where clients can access it from anywhere with
 stakeholders to provide feedback directly to the   customers and passengers.
                                                            an internet connection. This new communication
                                                            channel is important because it allows direct
                                                            communication and to better understand clients'
 Customer Service Management App                            needs and preferences. The Company values the
 100%   Goldair Handling has developed a customer feedback management   opinions of its stakeholders and is committed to
 Completion Ratio   application that aims to efficiently record and monitor customer   continuously enhancing its services to meet their
 (91.89% in 2021)  comments. The app enables the Quality Department to manage and   evolving needs.
 analyze all the data related to customer service on a monthly basis.
 98%   Based on the analysis, the department prepares a Customer Service
 of clients states   Report, which is regularly shared with all relevant departments for
 that Goldair Handling   further investigation and application of corrective actions if necessary.
 meets the operational
 requirements  Happy or Not Platform for Lounges
 (77,5% in 2021)
 Goldair Handling has implemented an electronic feedback
 platform in its Lounges across Athens, Heraklion, and Mykonos
 airports. The platform enables the Company to measure customer
 satisfaction levels for services provided to passengers during
 2,581    their lounge stay. The feedback is conducted through the Net
 Forms submitted   Promoter Score (NPS) system.


 90%   Third- party comments
 Satisfaction Rate  The Company also receives comments on the quality of its services
 from third parties, such as airport authorities and airport operators.
 These comments are taken into consideration by the Company
 to continuously improve and enhance its services, ensuring the
 highest level of customer satisfaction and are also included in the
 428    customer service report that is communicated internally on regular
 Third Party Comments   basis. For 2022 Goldair Handling received 428 comments from third
 (411 in 2021)  parties, where 64% were compliments highlighting the provision of
 exceptional services.





 30         ESG & SUSTAINABILITY REPORT 2021-2022                                                          31
   28   29   30   31   32   33   34   35   36   37   38