Aviation: Phillips Consulting Unveils Customer Satisfaction Survey Report

Phillips Consulting Limited (pcl.), has launched a customer satisfaction survey reports of Nigeria’s aviation industry during it 30th anniversary ceremony at the Nigeria-South Africa Chamber of Commerce breakfast meeting in Lagos.

At the meeting, managing director, pcl. Rob Taiwo said that “We are pleased to present you with the pcl. Nigeria’s Aviation Industry 2022: Customer Satisfaction Survey Report. Amongst other findings, the report captures insights into the aviation industry through the lens of travellers. It includes inputs from various sources, but most critically, from customers. This report is a must-read for industry stakeholders.”

According to him, “Our population and natural constitution for travel mean that the Nigerian aviation industry can be one of the most lucrative in the world. However, we must re-engineer a business model that is over-reliant on foreign currency. Let’s work towards the pcl report that says the customers actually want safety, affordable ticket pricing and flights that leave on time. If public and private sector stakeholders can work collaboratively and selflessly to build around these three pillars, everything else will fall into place.”

Head of research and intelligence, Phillips Consulting Limited (pcl), Samuel Bamidele, said Nigeria’s aviation industry is growing and recovering faster from the pandemic than global projection. He stated further that while there are several pressure points or challenges facing operators in the industry, pcl expects the industry to continue on a positive trajectory.

“One of the highlights of the Phillips Consulting (pcl.) aviation survey report is the low capacity in the industry, which we infer from challenges passengers face with securing urgent tickets and increased costs for late bookings. In addition, we found that 16.24 per cent of survey respondents do not prefer any airline, indicating that existing competition and potential new entrants are strong challengers for market share,” Bamidele said.