Customer satisfaction is always on top of the mind for airlines. Unhappy or disengaged customers mean fewer passengers and hence less revenue.
Research suggests cumulative ROI on a Customer Experience (CX) program for airlines over 7 years is greater than 150%. However, the efficiency of a CX program depends on the accuracy of the data.
Thales InFlyt Experience technology keeps passengers entertained as they fly from one part of the world to the other. It also gives them an edge over other systems to collect customer satisfaction data close to the point of experience.
Airlines leverage the potential of customers’ feedback to improve their experience and increase customer loyalty
To tackle the huge challenge of collecting customer feedback from different points of the customer journey.
QuestionPro worked with Thales technical team to ensure that the solution and integration architecture correlated with multiple touch-points to get deep insights into CX. This was achieved by
QuestionPro helped Thales gather customer experience data for its airline customers and enabled them to distinguish promoters and detractors with an NPS survey.
The solution that helped 80+ airlines like Emirates, Qatar Airways and American Airlines with: