Case Study: AirTreks achieves real-time, actionable customer feedback and stronger customer relationships with Nicereply

Empowering Customers to Fulfill Their Dreams of Traveling With AirTreks

AirTreks is a 50-person, Portland-based travel company with 30 years’ experience building complex around-the-world itineraries for more than 100,000 travelers. As they scaled hiring, launched a new app and redesigned the customer journey, they lacked timely, actionable feedback — relying only on a monthly NPS dashboard that was reviewed by one or two people, leaving most customer-facing staff out of the loop.

By adopting Nicereply (NPS, CSAT and CES) and integrating it with Front and Slack, AirTreks automated feedback collection and sharing, added smiley-face ratings to agent signatures, and gained agent-level analytics. The change saved time, put feedback in front of the whole company daily, enabled a CES daily goal and hourly response to negatives, improved training and recognition, and turned customer insights into concrete product and service improvements that strengthened relationships and increased operational focus on travelers.

AirTreks