How does United Airlines define its customer service standards?

United Airlines establishes its customer service standards primarily through clear guidelines and performance metrics outlined in Standard Operating Procedures (SOPs). These SOPs serve as a structured framework that employees can follow to ensure consistent and high-quality service delivery across all interactions with customers. By having specific procedures in place, United can effectively measure performance, identify areas for improvement, and maintain compliance with its service standards.

This approach allows for systematic training and accountability within the organization, ensuring that all employees understand what is expected of them when it comes to customer service. While customer feedback and competitor benchmarking can provide valuable insights, they are part of a broader continuous improvement strategy rather than the foundational standards themselves. Employee recommendations, while beneficial for enhancing service, also do not serve as the primary method of defining customer service standards at United Airlines. Thus, the reliance on SOPs ensures a uniformity in service that aligns with the company's expectations and goals.