SurveySensum

MARCH 12, 2025

They want to compare customer satisfaction on two international routes: New York – Alaska (Route 1) and New York – Uganda (Route 2). Route 2 needs focused improvements to boost overall customer satisfaction. The takeaway? Improve Economy check-in efficiency with mobile check-in adoption.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Win the Customer

NOVEMBER 14, 2016

Two things make customers share their experiences with a company: when their expectations are exceeded or if they are dissatisfied. With over 95% of consumers admitting that they are influenced by what other people say about brands on social media, shouldn’t you be focused on boosting customer satisfaction levels?

Social Media 145

Social Media Customer Service Social Listening Start-ups 145

Customer Bliss

JUNE 28, 2018

Powers study, now in its 14th year, measures passenger satisfaction in nearly every step of the customer journey, based on performance in seven factors (in order of importance): cost & fees, in-flight services, aircraft, boarding/deplaning/baggage, flight crew, check-in, and reservation. A major increase in customer satisfaction.

Customer Satisfaction 54

Customer Satisfaction CX Business Growth Customer Experience 54

Steven Van Belleghem

OCTOBER 5, 2022

Research by the University of Sydney, University of Florida, and Rutgers University uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction. Tesla, of course, is one of the Kings in CX, and this shows again how focused they are on what their customers really need.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Comm100

MARCH 25, 2024

Check out how Alaska Air’s website chatbot, Jenn, masterfully handles ambiguity: Source: Alaska Air By responding to vague questions with multiple clickable solutions – and asking users to rephrase queries that the bot does not understand – Jenn manages to keep the conversation on track, and satisfy her users.

Start-ups 98

Start-ups AI Customer Expectations Social Media 98

Qualtrics

MARCH 25, 2021

Why are customers feeling a particular way? How Alaska Airlines uses video surveys. To assess customer satisfaction, Alaska Airlines used Voxpopme’s video platform to ask their customers about what friendliness meant to them. On video, that’s easier to explain for many people. It delivers depth and emotion.

Start-ups 49

Start-ups Customer Satisfaction Technology Technology 49

Aquire

MARCH 9, 2022

Use metrics for your customer focus objectives. Some common ones include customer satisfaction (CSAT) and net promoter score (NPS). Customer focus examples. He also explained the significance of having “co-op” in their brand, framing customers as business partners. Alaska Airlines.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59