Air France KLM and TNS will present the road taken to meet the high standards of modernity. Asking general satisfaction questions is no longer enough. After decades of satisfaction surveys, Air France KLM has finally turned a new page. Innovative thinking is influenced by three forces: the strategic call for the one number you need to know, the growing need for more details, and a relaxing evaluation process experienced by the customer. Moreover, Air France KLM is embracing customer-centric thinking: the customer is more and more in control. As a demonstration of this new approach, Air France KLM will present its innovative mystery-shopping programme where experienced customers are invited to join the quality observer programme. This enables loyal consumers to evaluate the services WITHIN the customer journey.