Iberia Express enjoys positive NPS from IFE service

To mark five years of its relationship with Immfly, Iberia Express has released details of how its in-flight entertainment (IFE) and digital services platform has influenced passenger satisfaction.

In 2014, Iberia Express became the launch partner for the Immfly system and since 2016, Iberia Express has been asking its passengers for feedback on the service, via a post-flight online survey.
Initially, a general question was posed to verify platform use and overall satisfaction: 31.6% gave the platform a top three score (scoring the service an 8, 9, or 10 out of 10), with a Perceived Level of Quality (PLQ) of 5.4 out of 10.

In 2017, the survey expanded to include questions on usability and content. Top three scores increased to 35.5%, and PLQ scoring rose to 5.8.

By 2018, the survey grew to include responses from over 10,000 passengers. 44.5% gave the platform top marks and PLQ reached 6.1. In addition, both usability and content metrics saw significant percentage-point increases with differences of up to +15ppts in a single year.

According to Immfly, this is attributable to the continuous improvement efforts in partnership with Iberia Express.

The feedback showed that the overall NPS of platform users is higher than those who don’t log into the platform, which is reflected in their positive qualitative feedback that flights seem shorter when they can enjoy a movie or keep up-to-date with daily news.

“Passengers are very happy with the increased content available on the platform, and their customer scores reflect that improvement. As a consequence, they are spending an average of 50 minutes per flight on the platform, an increase from the previous 30 minutes. In particular, our customers love the selection of films and TV shows,” said Paloma Cabañas, head of customer experience and inflight services at Iberia Express.

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