passenger at airport

Satisfaction and compliance surveys

Air France works to continuously improve its quality of service. As part of this effort, we conduct several surveys to measure customer satisfaction and compliance for our products and services.

Two major studies

We primarily conduct the following 2 types of studies intended for customers who have recently traveled with Air France: - eSCORE satisfaction survey, which is sent via e-mail to a large sample of customers. - Quality Observer service compliance survey, which is intended for Flying Blue Elite and Flying Blue Elite Plus members, in order to measure and improve the conformity of our services throughout the customer journey.  Both surveys are managed by the market research institute Kantar.

Other studies

We also perform other studies, including the following:

  • Customer Care Monitor: This study assesses our response to customer complaints and is conducted by the independent market research institute InSites Consulting.
  • Contact Center Evaluations: These evaluations measure the performance of our call centers and are managed by the independent market research institute BVA.

In addition, Air France takes part in studies conducted by external organizations like IATA or Aéroports de Paris, and performs other studies from time to time. We work with research institutes that comply with the International Code of Marketing and Social Research, as established by the international market research association Esomar. We comply with all current legislation concerning data privacy. We do not use your personal data or survey answers for commercial purposes without your consent. Learn more about the Air France privacy policy