Open Letter to King Mohammed VI on Royal Air Morocco

 

 

361 Degrees Institute
A member of The Center for Association Leadership’s industry and market research
| Copyright © 2009 361 Degrees Institute | www.361degrees.org

Royal Air Maroc Independent Customer Satisfaction Survey

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Please take few moments to complete this independent customer satisfaction survey. Your feedback is important to highlight the collective experiences on the services rendered tby the airline. This survey will take approximately 3 minutes to complete. 361 Degrees Institute, a member of The Center for Association Leadership’s industry and market research. Copyright © 2009 361 Degrees Institute  | www.361degrees.org  
  1. In the past year, which of the following Royal Air Maroc routes have you taken? Please check all that apply.  
USA - Morocco
 
601 52%
Canada - Morocco
 
121 10%
Europe - Morocco
 
406 35%
Asia - Morocco
 
13 1%
Middle East - Morocco
 
69 6%
Inside Morocco
 
154 13%
Other
 
57 5%
None of the above
 
139 12%
  2. How long have you used Royal Air Maroc?  
Less than 6 months
 
187 16%
More than 6 months but less than 1 year
 
140 12%
1-3 years
 
189 16%
Over 3 years
 
544 47%
Never used
 
98 8%
Total 1158 100%
  3. Overall, how satisfied are you you with Royal Air Maroc?  
Top number is the count of respondents selecting the option.
Bottom % is percent of the total respondents selecting the option.		 Very satisfied Satisfied Neutral Unsatisfied Very unsatisfied N/A
Price 26
2%		 67
6%		 124
12%		 280
26%		 560
53%		 3
0%
Safety 145
14%		 374
35%		 282
27%		 108
10%		 147
14%		 4
0%
Reservation Staff 68
6%		 220
21%		 226
21%		 204
19%		 323
30%		 19
2%
Delays 64
6%		 182
17%		 251
24%		 195
18%		 364
34%		 4
0%
Baggage Handling 71
7%		 232
22%		 220
21%		 180
17%		 355
33%		 2
0%
Cabin Comfort 54
5%		 269
25%		 283
27%		 203
19%		 251
24%		 0
0%
Food & Beverage Quality 110
10%		 333
31%		 261
25%		 168
16%		 186
18%		 2
0%
Onboard Entertainment 63
6%		 167
16%		 271
26%		 233
22%		 322
30%		 4
0%
Flight Attendants Friendliness 71
7%		 208
20%		 204
19%		 165
16%		 409
39%		 3
0%
  4. How important are the following characteristics to you when flying an Airline?  
Top number is the count of respondents selecting the option.
Bottom % is percent of the total respondents selecting the option.		 N/A Not Important Neutral Somewhat Important Very Important
Price 17
2%		 12
1%		 34
3%		 176
17%		 820
77%
Safety 17
2%		 10
1%		 33
3%		 62
6%		 937
88%
Reservation Staff 17
2%		 37
3%		 146
14%		 353
33%		 506
48%
Delays 14
1%		 15
1%		 88
8%		 297
28%		 645
61%
Baggage Handling 15
1%		 18
2%		 61
6%		 247
23%		 718
68%
Cabin Comfort 11
1%		 14
1%		 62
6%		 328
31%		 644
61%
Food & Beverage Quality 15
1%		 39
4%		 162
15%		 432
41%		 411
39%
Onboard Entertainment 17
2%		 58
5%		 249
24%		 381
36%		 354
33%
Flight Attendants Friendliness 12
1%		 16
2%		 88
8%		 250
24%		 693
65%
  5. What do you like about Royal Air Maroc?  
View 910 Responses
  6. What did you dislike about Royal Air Maroc?  
View 966 Responses
  7. If you could what would be the 1 thing you would change immediately about Royal Air Maroc?  
View 998 Responses
  8. Thinking of other airlines , how would you compare the products/services offered by Royal Air Maroc?  
Much better
 
104 10%
Somewhat better
 
118 11%
About the same
 
137 13%
Somewhat worse
 
270 25%
Much worse
 
398 38%
Don’t know
 
33 3%
Total 1060 100%
  9. Would you fly Royal Air Maroc in the future?  
Definitely
 
170 16%
Probably
 
246 23%
Not sure
 
231 22%
Probably not
 
226 21%
Definitely not
 
187 18%
Total 1060 100%
  10. Why would you choose to fly Royal Air Maroc in the future?  
View 769 Responses
  11. Why would you choose not to fly Royal Air Maroc in the future?  
View 905 Responses
  12. Would you recommend Royal Air Maroc to colleagues or friends?  
Definitely
 
130 12%
Probably
 
197 19%
Not sure
 
193 18%
Probably not
 
181 17%
Definitely not
 
359 34%
Total 1060 100%
This survey is almost complete. These last few questions help us to analyze survey responses.
  13. Gender:  
Male
 
746 70%
Female
 
301 28%
Prefer not to answer
 
14 1%
Total 1061 100%
  14. Age:  
18 - 24
 
30 3%
25 - 34
 
355 33%
35 - 44
 
426 40%
45 - 54
 
174 16%
55 - 64
 
53 5%
65 or above
 
6 1%
Prefer not to answer
 
17 2%
Total 1061 100%
  15. Employment:  
Employed Full-Time
 
881 83%
Employed Part-Time
 
31 3%
Unemployed
 
17 2%
Retired
 
20 2%
Student
 
50 5%
Prefer not to answer
 
62 6%
Total 1061 100%
  16. Income:  
Under $20,000
 
71 7%
$20,000 - $29,999
 
79 7%
$30,000 – $39,999
 
71 7%
$40,000 – $49,999
 
101 10%
$50,000 – $69,999
 
152 14%
$70,000 – $99,999
 
188 18%
$100,000 – $149,999
 
131 12%
$150,000 or more
 
92 9%
Prefer not to answer
 
176 17%
Total 1061 100%
  17. Education:  
High school or less
 
136 13%
Trade or vocational school
 
16 2%
Attended some college
 
38 4%
Undergraduate college degree
 
159 15%
Graduate degree
 
636 60%
Prefer not to answer
 
76 7%
Total 1061 100%
  18. Thank you for your time. Additional Comments  
View 371 Responses
  19. Preferences  
View 1061 Responses
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