Case Study: Aerolíneas Argentinas achieves higher customer satisfaction and NPS with Qualtrics

How Aerolineas Argentinas moved from measurement to action

Aerolíneas Argentinas worked with Qualtrics to move beyond basic survey collection and better understand the customer experience, especially the importance of onboard catering on international flights. The airline needed a way to analyze feedback more efficiently and use it to guide decisions, rather than manually exporting and cleaning data from a previous survey provider.

With Qualtrics, Aerolíneas Argentinas built dashboards, analyzed customer input, and used the voice of the customer to redesign its menu with regional foods. The result was stronger customer satisfaction and NPS, fewer negative comments, and a 75% customer approval rate for the new menu concept. Qualtrics also helped the airline reach its highest NPS ever, rising from 37 in 2019 to 52 in 2022.

Aerolíneas Argentinas

Ignacio Echechiquia

Vp Of Customer Experience