A Leading Airline Improved NPS By 10% And CSAT Scores By 30%






Performance Indicator Dashboard

A 30% increase in overall Customer Satisfaction (CSAT) Scores in a span of 12 months.

10% increase in Airline’s Net Promoter Score (NPS) within a span of 18 months.

Cluster profiles helped in various marketing.

An airline that has been consistently rated among the ‘Best Airlines in the World’ for decades, had been delivering impeccable Customer Experience at the core of the business model. In their constant pursuit to delight customers, the airline wanted to improve the overall flight experience for passengers by analyzing the voice of customers.

The Airline’s crew operations team was primarily responsible of ensuring that customers have a seamless experience. However, they realized that certain routes received low/negative feedback with respect to baggage handling and crew experience. This affected their Customer Satisfaction Score and the Net Promoter Score, both of which are metrics that track the success of their Customer Experience Initiatives.

The idea was that feedback directed towards crew interactions can be leveraged to improve overall CSAT and the Airline’s Crew Operations team wanted to identify opportunities to improve NPS and ensure that they proactively address customer concerns.

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.

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