Case Study: a leading airline company achieves increased bookings and better customer recovery with Kantar

Our airline client found huge benefits in recovering customers, thanks to Kantar's bespoke model linking brand equity and customer experience

Kantar partnered with a leading airline company that aimed to develop a superior customer recovery program. The airline's challenge was to determine whether to prioritize investment in immediate operational customer experience or long-term brand equity to drive sales and recover customers effectively.

Kantar developed a bespoke model linking brand equity and customer experience metrics to the airline's booking data. The solution identified that well-handled service disruptions could lead to higher satisfaction than non-disrupted experiences and provided best practices for notifications. As a result, the client updated its staff training and implemented a three-year recovery program. Kantar's work demonstrated that every 1% increase in deep satisfaction had the potential to generate over 100,000 incremental annual bookings.