Case Study: Delta Air Lines triples Net Promoter Score and drives passenger-led innovations with Medallia

Delta Airlines - Customer Case Study

Delta Airlines, a global carrier determined to keep improving air travel after virtually eliminating non-weather-related cancellations, faced the challenge of turning passenger feedback into ongoing product and service innovation. To capture real-time sentiment across critical touch points, Delta selected Medallia’s customer experience platform to actively listen to customers and guide improvements.

Medallia provided a real-time feedback system that delivers actionable insights to more than 80,000 Delta employees, enabling data-driven investments and experimentation—from upgraded in-flight entertainment and food options to enhancements of the Fly Delta app. The impact: Delta’s domestic net promoter score tripled over the decade to over 50% in 1Q 2019, along with consistent revenue premiums, unit growth, stronger profit margins and top industry rankings, demonstrating Medallia’s role in driving measurable customer-experience gains.

Delta Airlines

Gil West

Senior Executive Vice President and Chief Operating Officer