Case Study: Thales (in-flight entertainment provider) achieves real-time passenger feedback and cost-efficient CX management with QuestionPro

Collecting customer feedback for actionable insights at Thales

Thales, a global leader in in-flight entertainment (IFE) and connectivity, needed an economical way to capture accurate passenger feedback across multiple touchpoints without rebuilding its Android/Linux IFE architecture. The challenge was to enable real-time data collection, meet US/EU data security and GDPR requirements, and focus on core business activities while outsourcing software development.

QuestionPro integrated a survey solution into Thales’ IFE, moving data securely to the cloud, enabling NPS, segment analysis and real-time feedback so airlines could identify promoters, passives and detractors and close the loop quickly. The custom, licensed solution cut capital costs to about one-third, delivered advanced analytics and compliance, and today supports 80+ airlines in improving customer experience and operational decisions.

Thales

Dominique Giannoni

Chief Executive Officer