Case Study: Gogo achieves automated real-time customer insights and 75% in-house research with Qualtrics

Gogo - Customer Case Study

Gogo, the global leader in in‑flight connectivity serving more than 2,000 equipped commercial aircraft, faced a small research team stretched across the enterprise, limited survey tools, costly outsourcing, and no ability to track respondent data across multiple studies.

By adopting Qualtrics Research Suite and Qualtrics Panels, Gogo automated customer satisfaction programs (sending up to 30,000 invites per day), standardized multilingual, branded surveys, centralized research workflows, and ran partner and concept tests. The change cut research time by 25%, brought 75% of research in‑house, created an opt‑in customer panel reachable in hours, enabled real‑time reporting for stakeholders, and reduced outsourcing and sample‑management costs.

Gogo

Phil Penuela

Head of Consumer Insights