Case Study: LATAM achieves a 23-point NPS increase with Medallia

LATAM unifies the passenger journey to elevate customer experience

LATAM, a major airline serving 62 million passengers across 144 destinations, needed a better way to measure and manage the customer journey across web, airport, flight, and contact center touchpoints. To address this challenge, LATAM deployed Medallia to unify customer feedback and give both senior leaders and frontline teams visibility into how their work affected satisfaction and NPS.

Using Medallia, LATAM created a consistent view of the passenger experience and launched a Close the Loop process for direct customer follow-up. The results included a 23-point increase in NPS over four years, a 50-point rise in contact center satisfaction, and a 30-point gain in digital satisfaction, alongside more than 1 million employee acknowledgements and 15K+ active users of guest feedback.

LATAM