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Airline gets sky-high survey response rate

Posted 11-11-2011 in Latest industry news

Airline Alitalia is achieving a 65 per cent response rate in customer satisfaction surveys by targeting passengers with questions relevant to their travelling experiences.

The software from Confirmit helps Alitalia tailor surveys to individuals based on their history and preference.   For example, it can speak directly to its loyal customers to discuss new product ideas, while infrequent passengers can be asked questions to understand why that don’t fly regularly.

“This initiative is enabling Alitalia to focus on the customer experiences they’re offering, which helps predict future service requirements,” says Confirmit vice president Tim Hannington.