CASE STUDIES

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

Nov 23, 2018

Importance of Measuring Customer Satisfaction

It takes a 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, a 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.

Looking for solutions to boost customer satisfaction and loyalty? Contact our experts to find out how we can help.

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 the US.


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Predicaments Faced

The airline industry is extremely competitive, and it’s often just the small details that will influence someone’s choice to choose one airline over another. Thus, the client wanted to devise a robust framework for measuring customer satisfaction and generating insights. By partnering with Infiniti Research, the client wanted to analyze the satisfaction levels and wanted to develop products and services that the target customers demanded.

Solutions Delivered

The experts conducted numerous surveys to analyze the customer satisfaction level. With the help of customer satisfaction engagement, the airline industry player improved customer satisfaction levels by using multiple optimization techniques to generate insights around various relevant business aspects such as marketing costs and competitors’ impact on their customers. The client also rolled out various dashboards, which represented customer satisfaction at various levels.

Why Infiniti Research?

Established in 2003, Infiniti Research is a leading market intelligence firm with proven capabilities to deliver actionable granular insights on a wide range of industries. With over 15 years of expertise in offering strategic market information, we’ve carved out a niche for ourselves in the field of market research and custom market intelligence.

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