Case Study: Amadeus achieves exceptional customer experience and 76.4 NPS with Forsta Plus (Forsta)

Giving hospitality pros a penthouse view of their customer service

Amadeus’ hospitality division, which provides cloud-based SaaS solutions to the travel industry, faced inconsistent, manual customer feedback collection after rapid growth and multiple acquisitions. The team needed a scalable Voice of the Customer program to standardize feedback, increase response samples, and give realtime visibility to frontline staff and leadership—so they partnered with Forsta and adopted Forsta Plus.

Forsta implemented Forsta Plus with Salesforce integration, live dashboards, monthly reports and Action Management alerts to distribute personalized feedback across Customer Support, Sales and Executives. The solution drove measurable improvements: hospitality NPS rose to 76.4 (company goal 50), support satisfaction reached 9.28 (goal 8.6), reduced project overhead and escalations, faster quoting and role-specific training initiatives, and recognition with a Forsta ACE Judges’ Choice Award—demonstrating Forsta’s impact on Amadeus’ customer-centric operations.

Amadeus

Erin Jacobsen

VP, Customer Support