-
Industry: Airlines & Aviation
-
Campaign: CSAT, NPS
-
Company Size: 5000-15000
Start your Zykrr story
Book a DemoSummary
A prominent airline collaborated with Zykrr to better understand customer behavior and sentiments, aiming to stand out in the competitive airline industry. By deploying tailored feedback surveys and implementing smart strategies, Zykrr helped the airline achieve a 9% monthly response rate, significantly higher than the industry average of 2-3%. Over two years, the airline's NPS improved by 40 base points, reflecting a substantial increase in customer satisfaction. With a focus on aligning staff KPIs to NPS and delivering personalized experiences, Zykrr empowered the airline to make data-driven improvements that enhanced overall service quality.
Objective
In the competitive Airline & Aviation industry, a leading airline sought to enhance customer satisfaction by gaining a deeper understanding of passenger feedback and behavior. Their goal was to refine their feedback mechanisms, increase their Net Promoter Score (NPS), and elevate overall service quality. By partnering with Zykrr, they aimed to leverage advanced insights and surpass industry standards, positioning themselves as a leader in customer experience.
The Challenge
Their Need, Our Expertise.
A rapidly growing Indian airline needed deeper insights into customer experiences to stay competitive but lacked the necessary data to identify improvement areas. The airline partnered with Zykrr to understand evolving customer behavior and sentiments in order to soar above the competition.
The Solution
Our Strategic Approach:
Tailored Feedback Surveys: We designed a questionnaire that captured feedback across every touchpoint of the passenger journey.
Smart Strategies for Success: We implemented effective reminder strategies and ensured only successful flights were surveyed to maximize response rates.
KPIs for Success: Mapping NPS to staff KPIs to foster a customer-centric culture.
THE RESULT
Impact Delivered
Customer Satisfaction Takeoff: The airline's NPS soared, outperforming industry standards.
Service Excellence: Minimal performance gaps highlighted the airline's commitment to quality.
Data-Driven Decisions: Zykrr's insights empowered the airline to make targeted improvements, enhancing the overall passenger experience.
