Case Study: Leading Multi-airline Operator achieves over 80% customer loyalty and higher satisfaction with inQuba VoC

Leading Multi-airline Operator - Customer Case Study

Leading Multi-airline Operator, a carrier with nearly 70 years of operating experience, engaged Inquba to replace an ineffective CEM programme that failed to capture representative data and left customers feeling undervalued—especially around operational issues like flight delays and poor communication. Inquba proposed its Inquba VoC (Voice of the Customer) solution to capture structured and unstructured feedback across the customer journey and to pinpoint where the operator was losing loyalty.

Inquba deployed Inquba VoC to measure four major experience areas (Delays, Flight, Overall Customer Loyalty and Purchasing), track individual agent performance with real-time escalation, and deliver dynamic, personalised surveys to restore two‑way dialogue. The results included overall customer satisfaction typically above 60% and Overall Customer Loyalty rising to over 80%; Phase One drove an average 10% lift in Purchasing, Self‑Service Kiosks and On‑Board Catering, with 92% kiosk satisfaction, 87% repeat intent and 81% recommendation—plus reduced complaints and company‑wide improvements in accountability and CX.