Transactional NPS (tNPS) to improve Passenger Experience

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Aviation/Airlines

Problem Statement

One of the India’s fastest growing airline wanted to delve deeper into their customers’ experiences. However, they realized that they did not have enough insight into how their customers felt about them and what areas should they focus on to stay ahead of the curve in the highly competitive space.

How Zykrr delivered impact

  • Zykrr helped design the feedback questionnaire covering all touchpoints from booking experience to flight landing.
  • The client initially had speculations on no. of feedbacks that would be received due to the incorrect mobile no. or no. of non passengers or no. of travel agents.
  • RESPONSE RATE STRATEGY: Despite data issues the feedback survey was received well and the airline received a monthly response rate of 4-5% w.r.t to the industry average of 2-3%.
    • To ensure good response rate, we followed the best practices,
      • Smart questionnaire form
      • Short and crisp communication, reminder strategy with -1-2 reminders
    • The timing of the message was scheduled as D + 45 mins and ensure all pax with correct 10 digit mobile numbers were covered with the sms.
    • Any missed pax due to any lag or technical issue was covered in 48 hours duration
    • Only flights landed successfully were triggered for feedback survey
  • The NPS of the airline moved by +40 points in a year. This is significant move given the industry best practices.
  • NPS survey was further mapped to the staff KPIs
  • The airline sets up comprehensive action based review every month to ensure they are working on the key issues to make the customer experience better.

The airline sets up comprehensive action based review every month to ensure they are working on the key issues to make the customer experience better.

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