Case Study: Vistara boosts customer satisfaction with CloudCherry

Leveraging real-time customer feedback to drive airline improvement initiatives

Vistara, the premium airline from the Tata-SIA joint venture, wanted a better way to turn customer feedback into actionable improvement initiatives. Like many airlines, it collected feedback across the journey, but struggled to get real-time, summarized insights that would help teams prioritize the most important experience drivers and focus limited resources where they would have the biggest impact. CloudCherry’s Voice of Customer platform was used to capture post-travel feedback across booking, check-in, boarding, in-flight, and arrival.

Using CloudCherry, Vistara applied regression analysis to identify which of 30+ customer-experience parameters most influenced overall satisfaction and NPS®, allowing the airline to prioritize improvements such as beverage variety in Economy Class. After adding juices and soft drinks, Vistara saw a 15% increase in top ratings for beverage variety, a 25% increase in top ratings for overall F&B experience, and a 20% increase in overall Net Promoter Score® within five months.

Vistara

Sanjiv Kapoor

Chief Strategy and Commercial Officer