Case Study: a leading U.S. airline achieves 105% NPS growth with iQor concierge program

US Airline boosts NPS 105% with iQor

The customer, a major US airline, faced the challenge of optimizing resources and addressing evolving customer preferences after phasing out voice support. Partnering with vendor iQor, they sought to refine their customer experience strategy, specifically for loyalty program members and travelers with imminent trips, by implementing a concierge program.

iQor's solution was a hybrid omnichannel CX model that integrated inbound and outbound communications, including IVR and chatbot systems. This program prioritized high-value customers for immediate voice support and offered outbound callbacks. The results for the airline included a 105% improvement in NPS, an 18% reduction in employee attrition, and a 4% reduction in average handle time.