10% increase in Airline’s Net Promoter Score (NPS) within a span of 18 months.
TheMathCompany partnered with the airline to categorize feedback, analyze factors leading to low customer satisfaction and the interaction between the factors.
Customer Experience, being an essential KPI for the Airline Industry, needs to be monitored frequently. A dashboard runs live with performance indicators around NPS, CSAT, focus routes, incentive list, top concern area, etc. The active feedback loop on customer concerns helped bridge the gap and ensured our client was a highly preferred carrier in the industry.
Here were some of the findings:
Certain crew-related feedback could be attributed to the routes passengers travelled rather than the
Consistent feedback on delayed flights drove a delay prediction exercise to alert ops teams beforehand.
The scoring mechanism was modified to weigh the effect of certain routes with more liberal and regular feedback.
Crew with consistently good feedback were incentivized whereas crew with regularly pointed complaints were retrained to course-correct.