Case Study: Swiss International Air Lines (SWISS) achieves real-time customer insights and 30% cost savings with QuestBack

Questback Helps Swiss Reach Its Destination

Swiss International Air Lines wanted to differentiate through superior customer experience but relied on a cumbersome paper survey that introduced interviewer bias, missed the arrival experience and was slow and costly to update. To make smarter, customer-focused investments across its network, SWISS needed a precise, efficient way to measure satisfaction across the whole travel journey and across 15 touch points.

Using Questback’s Enterprise Feedback Suite, SWISS moved to an engaging, post‑journey online CSS that integrates flight and passenger data, offers route‑specific and pre‑populated surveys for frequent flyers, and is optimized for mobile. The new system delivers real‑time, qualitative and quantitative feedback across the full journey, allows rapid questionnaire updates, enables faster follow‑up and decision‑making, and reduced administrative costs by about 30%, helping SWISS target investments with the biggest impact on customer experience.

Swiss

Jonas Bachmann

Team Leader Market Research