I read in the Qantas annual report that they note an increase in something called “customer advocacy”. Does any know what this actually is? Is it merely dealing with (1) inquiries and/or (2) complaints, or something else?
Thanks for the suggestion. But they also highlight their NPS score (which has been discussed elsewhere on AFF), so I don't think it is customers recommending QF to others.I think it's some BS marketing metric around QF customers being so happy that they advocate to others positively thereby driving more revenue