An Example of a SMART Goal Mission Statement for Airline Customer Service Department

What is an example of a SMART goal mission statement for an airline customer service department to notify passengers of flight delays?

SMART Goal Mission Statement for Airline Customer Service Department

A SMART goal mission statement for an airline's customer service department to notify passengers of flight delays could be setting a target of informing 90% of passengers within 10 minutes of the delay, capturing specificity, measurability, achievement capability, and a time-bound frame to enhance passenger satisfaction.

Explanation

An airline customer service department's SMART goal mission statement for notifying passengers when a flight is delayed could be: "To enhance passenger satisfaction by ensuring 90% of passengers on delayed flights are notified within 10 minutes of the delay being recorded, with accurate and helpful information by the end of Q3." This goal is specific as it states exactly what is expected, it is measurable with a clear target percentage and timeframe, achievable within the resources of the department, results-focused with an impact on customer satisfaction, and time-bound with an end-of-quarter deadline.

We must consider the various stages of airline travel, including checking baggage, security screening, and boarding processes. These steps can all inform how quickly and effectively customer service can communicate delays to passengers. Having a SMART goal helps streamline and prioritize the steps needed to meet the objective amidst these rate-determining steps of airline travel. Moreover, consistent communication around delays ensures that passenger expectations are managed effectively, and they can adjust their plans accordingly.