Case Study: Air Greenland brings customer feedback into action with nps.today

Air Greenland launches NPS dashboard in 3 weeks with nps.today

Air Greenland, Greenland's national airline, faced a challenge with its inconsistent and manual approach to measuring customer satisfaction. With new competition emerging, its sporadic, long questionnaires provided limited insight due to low response rates. The airline partnered with the vendor nps.today and its partner Cuori to implement an automated, trigger-based NPS solution using the nps.today platform.

The nps.today solution was integrated into Air Greenland's data environment and visualized in a real-time Power BI dashboard. This provided a direct line to customers, resulting in a higher-than-expected response rate. The relevant decision-makers gained access to customer insights, enabling them to make concrete and effective adjustments. The solution was implemented in just three weeks and established a less person-dependent, automated foundation for sustained customer satisfaction work.

Air Greenland