The plan to grow inflight catering hinges on identifying and optimizing key metrics that impact customer satisfaction and operational efficiency. These metrics offer a comprehensive approach to ensuring passengers enjoy enhanced dining experiences and airlines maintain cost-effective and timely services.
For example, the Customer Satisfaction Score directly reflects passenger contentment, driving improvements in meal quality and staff service training. Similarly, controlling Meal Cost per Passenger can increase profitability while maintaining quality by using cost-effective ingredients and reducing wastage.
On-time Delivery Rate ensures operational dependability, which is crucial for maintaining service standards. Meanwhile, the Food Quality Score and Menu Innovation Rate are central to keeping offerings fresh and appealing, which can enhance brand loyalty and differentiation.
Top 5 metrics for Growing Inflight Catering
1. Customer Satisfaction Score
Measures customer contentment with inflight catering services, typically collected via post-flight surveys
What good looks like for this metric: 80% or higher
How to improve this metric:- Enhance meal quality based on feedback
- Offer more meal variety
- Improve meal presentation
- Ensure special dietary options are available
- Train staff on customer service skills
2. Meal Cost per Passenger
Calculates the average expenditure on meals per passenger
What good looks like for this metric: USD 10 to USD 15
How to improve this metric:- Negotiate better deals with suppliers
- Use in-season ingredients to reduce costs
- Reduce food wastage by improving forecasting
- Streamline menu options
- Monitor ingredient costs regularly
3. On-time Delivery Rate
The percentage of flights where catering is delivered on time according to schedule
What good looks like for this metric: 95% or higher
How to improve this metric:- Optimise supply chain and logistics
- Regularly review delivery schedules
- Implement real-time tracking for deliveries
- Communicate proactively with flight operations
- Conduct regular training for delivery personnel
4. Food Quality Score
Evaluates the taste, freshness, and appeal of the meals based on customer feedback
What good looks like for this metric: 85% or higher
How to improve this metric:- Conduct regular taste tests
- Incorporate customer feedback into menu changes
- Invest in high-quality ingredients
- Employ experienced chefs
- Ensure proper food storage and handling procedures
5. Menu Innovation Rate
The frequency at which new items are added to the menu
What good looks like for this metric: Every 3-6 months
How to improve this metric:- Research current food trends
- Collaborate with culinary experts
- Gather customer preferences and suggestions
- Trial new dishes before full rollout
- Update the menu with seasonal offerings
How to track Growing Inflight Catering metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
