Satisfaction and compliance surveys

KLM works continuously to improve its quality of service. We conduct surveys to measure customer satisfaction as well as the quality of our products and services.

Main surveys

We carry out 3 main surveys addressed to a sample of customers who have recently travelled with KLM:

  • The NeXT satisfaction surveys, sent by email to a large sample of our customers
  • Quality Observer service compliance survey, intended for Flying Blue Elite and Flying Blue Elite Plus customers, to measure and improve the compliance of our services at each stage of the customer journey
  • Flying Blue surveys to measure the satisfaction of our loyalty programme

All surveys are conducted by the research agencies Kantar and Qualtrics. The official email addresses of Qualtrics are or In addition, e-mail addresses ending in can be used.

We also conduct other studies

  • Studies concerning the conception and design of our products and services
  • Studies concerning the quality of interaction with all our services
  • Satisfaction surveys on specific travel components (Air-Rail product, flights on partner airlines)

We participate in studies by third parties such as IATA or Amsterdam Airport Schiphol. Additionally, we run several ad hoc studies with agencies such as Beautiful Lives, CSpace, Miles Research, Insites Consulting / Human8 and Added Value.

We work with research institutes that are subject to the International Code of Conduct for Market Research, whose rules are set by Esomar, the international marketing research association. We respect the legislation in force concerning data privacy. We will not re-use your personal data and responses for commercial purposes without your consent.