Case study: Identifying customer satisfaction for one of the world’s fastest-growing travel companies

Our client, one of the world’s fastest-growing travel companies, wanted to better understand their customers’ satisfaction with its services. Specifically, the company wanted to use its Net Promoter Score (NPS) to improve its services globally. The key questions our client wanted answered included:

• What is the baseline NPS?
• What are the drivers of NPS for customers?
• What should the brand do to improve its service?

Our research program provided in-depth findings at a country level. These enabled our client to pinpoint and address specific issues in each region.

With our LOYAL solution, we measured our client’s full relationship with their customers. The approach uses a validated approach to identifying the loyalty drivers, future intentions and brand satisfaction. It also provides scale and scope, covering 32 languages and 53 countries.

With access to the client’s database, it was possible for us to contact respondents direct. This aided the speed and efficiency of the research.
Insights into customers’ satisfaction levels were provided via a dynamic digital reporting system.