We've been in the customer service business since 1998. With a flying start from KLM, we have plenty of experience under our belts. We started as a cost-based company and shifted towards a better matching value-based model. Our customer's perception of the value of our services is our main measurement. This perspective helps us to create an experience that reaches (and often even exceeds) their expectations.
We make sure to monitor the quality of our service and our customer satisfaction levels as well as other key performance indicators. One positive outcome is the satisfaction results during COVID-19. They increased! Even when we could not offer the product (in this case, flights), we could keep travellers happy by providing our personal touch during uncertain times.