Airliner Employs Consumer Insights To Improve Flight Experience

Airliner Employs Consumer Insights To Improve Flight Experience
Customer Experience Journey

Scoot partnered with CX experts at Qualtrics to convert data-driven analytics into actionable insights, improving its passengers' journey

Elisa Lewittes
  • 20 july 2018

Scoot, a Singapore-based low-cost carrier (LCC), is partnering with Qualtrics, an experience management platform, to improve the airline’s customer experience (CX). Through this collaboration, Qualtrics will reach out to Scoot users after their flights and ask about their flight experiences through questionnaires regarding which routes, aircraft type, airport and other touchpoints provided them with the best experiences.

With these findings, Qualtrics will provide Scoot with actionable insights that better allow the airliner to enhance its customer experience (CX) touchpoints. In conjunction with last year’s merger of Scoot and short-haul LCC Tiger Airways, Scoot’s partnership with Qualtrics is enabling the airline to change the widespread consumer perception of and associations with the LCC space—typically seen as a sector of aircraft that offer the lowest quality service and the lowest price.

According to airliner, “Moving forward, Scoot aims to lead the evolution in the LCC space by recognizing the importance of customer experience in retaining and engaging customers. Thus, we have proactively taken the steps to understand the customer journey and evolve to becoming more customer-centric by partnering with Qualtrics.”

By addressing consumer pain points in real time, with Qualtrics’ insights, Scoot can cater to its passengers needs and provide them with an optimized flight experience.

Scoot

Qualtrics


Lead image: Scoot via Twitter

Scoot, a Singapore-based low-cost carrier (LCC), is partnering with Qualtrics, an experience management platform, to improve the airline’s customer experience (CX). Through this collaboration, Qualtrics will reach out to Scoot users after their flights and ask about their flight experiences through questionnaires regarding which routes, aircraft type, airport and other touchpoints provided them with the best experiences.

+air travel
+airlines
+Asia
+customer experience
+customer experience journey
+hospitality & travel
+hotels
+Qualtrics
+Scoot
+travel

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