Case Study: kulula achieves personalised, analytics-driven customer experience with inQuba

kulula - Customer Case Study

kulula, a low-fare airline operated by Comair Limited, needed to bring customer feedback, social media and transactional data together to move from reactive service recovery to proactive, personalised experiences across the passenger journey. To achieve this they partnered with Inquba and used the Inquba CX software platform to create a master plan and Voice of the Customer system that could centralise feedback, surface moments of truth and guide technology and process investments.

Inquba redesigned kulula’s CX programme—shortening and separating transactional and periodic surveys, refining text analytics and reports, and deploying a rules‑based orchestration engine to target communications and alert customer relations for rapid follow-up. The results include real‑time, multi‑channel insight and improved prioritisation of fixes (for example, faster disembarkation), contributing to strong commercial performance and industry recognition: kulula has been voted best low‑cost airline in Middle East/Africa for two years running and won multiple customer‑experience awards.

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