How Infiniti’s Customer Satisfaction Survey Helped an Airline Industry Client to Improve Their Customer Satisfaction Ratings

How Infiniti’s Customer Satisfaction Survey Helped an Airline Industry Client to Improve Their Customer Satisfaction Ratings

Importance of Measuring Customer Satisfaction

It takes continuous struggle to sustain high customer satisfaction levels. As the airline industry shrinks, companies are struggling to boost customer satisfaction and retain their current customers, rather than devoting additional resources to chase potential new customers.

Additionally, customer satisfaction survey helps businesses decrease attrition by explicitly identifying customers who are most likely to churn. Moreover, conducting a customer satisfaction survey will help companies to increase customer loyalty and response rates by communicating with the right customers with appropriate offers.

Airline Industry Analysis

The airline industry is evolving at an unprecedented rate. In recent years, the use of new technologies, a drive toward centralized planning, and the entry of new industry players have drastically changed the way the airline industry operates. Moreover, air travel has now become a routine and it would be tough to imagine a life without it. The airline industry has also remodelled the way in which individuals live and conduct business by reducing travel time and altering the concept of distance.

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With the maturity of the airline industry, the players have also mushroomed, each trying to win over consumers by enchanting them through value and innovation. The customers too expect something more with every flight they take. Companies in the airline industry are stepping up their game by leveraging advanced technologies and are trying not just to satisfy customers’ expectations but surpass them.

About the Client 

The client is an American airline major headquartered in Las Vegas city in Nevada. The company was founded in the early 1940s and employs over 30,000 individuals. The company’s annual revenue is over $35 billion.


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