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

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

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

Pinpoint the drivers of satisfaction and loyalty

Pinpoint the drivers of satisfaction and loyalty

Solution: LOYAL

The challenge

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?

The results

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

How we got there

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.

Understand customers’ satisfaction with your services across markets with LOYAL

  • Identify customer satisfaction
  • Establish your baseline NPS
  • Pinpoint the drivers of satisfaction and loyalty
  • Discover what you need to do to address issues and improve your service
  • Benefit from a solution that provides scale, scope, depth and dynamic reporting

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