The History Of QSI Data
Where Does The QSI Model Originate From?
The Quality of Service Index (QSI) is a measurement that airlines use to assess their performance in various areas such as on-time performance, customer satisfaction, and safety.
Airlines have been using quality of service indexes for decades, with different airlines using different methodologies and metrics to measure their performance. Here is a brief history of quality of service indexes in the airline industry:
In the 1980s, the International Air Transport Association (IATA) developed a Quality of Service Index (QSI) that looked at 30 different aspects of airline service, including on-time performance, baggage handling, cleanliness, and in-flight service.
In the 1990s, the European Union began developing its own Airline Quality Index, which focused on customer satisfaction surveys.
Today, many airlines use their own QSI or similar measurements to track their performance and identify areas for improvement. These measurements typically include on-time performance, customer satisfaction, safety, and other factors that are important to passengers.
Overall, quality of service indexes have played an important role in improving the airline industry by giving airlines a way to measure their performance and identify areas for improvement. By focusing on customer satisfaction, safety, and other key factors, airlines can work to provide a better travel experience for their passengers.
Airline Quality Rating
In the 1970s, the US Department of Transportation developed the Airline Quality Rating (AQR) to measure airline performance. The AQR used data on on-time arrivals, mishandled baggage, customer complaints, and denied boardings to rate airlines on a scale of one to five.
International Air Transport Association and The QSI model
The Quality of Service Index (QSI) developed by the International Air Transport Association (IATA) in the 1980s included 30 different aspects of airline service that were grouped into five categories. The categories and aspects included in the QSI are as follows:
Performance Indicators
On-time performance
Flight cancellations
Misconnections
Baggage handling
Customer Service Indicators
Reservations and ticketing
Check-in
Boarding
In-flight service
Arrival service
Operations Indicators
Aircraft appearance and cleanliness
Cabin appearance and cleanliness
Catering quality
Ground handling and service
Maintenance
Safety Indicators
Flight crew appearance and attitude
Cabin crew appearance and attitude
Cabin safety equipment
Flight crew training
Management Indicators
Management efficiency
Communications
Complaint handling
Documentation
Accounting and invoicing
The QSI aimed to provide a comprehensive measure of airline quality by evaluating multiple aspects of airline service. While the QSI is no longer in use, many of the aspects included in the index continue to be important factors in evaluating airline performance and improving the customer experience.
Performance Indicators
On-time performance
Flight Cancellations
Misconnections
Baggage Handling
Customer Service Indicators
Reservations & ticketing
Check-In
Boarding
In-Flight Service
Arrival Service