Case Study: Thales improves airline passenger experience with QuestionPro

Thales cuts CX data collection costs by 67% with QuestionPro

Thales, a leading in-flight entertainment solutions provider, faced the challenge of collecting real-time customer feedback from multiple points in the passenger journey for its airline clients. They needed an economically viable solution built on their existing Android-based in-flight entertainment architecture that complied with strict data privacy laws, allowing them to focus on their core business. Thales turned to QuestionPro for a customer experience data collection and management platform to address these needs.

QuestionPro partnered with Thales to develop a custom survey solution integrated directly into the in-flight entertainment systems. This allowed for real-time data collection and analysis on the cloud. The results empowered Thales' airline customers, such as Emirates and Qatar Airways, to identify promoters and detractors via NPS, discover service bottlenecks, and make real-time improvements. The QuestionPro solution was implemented at one-third of the expected capital cost and provided a complete system for measuring and enhancing customer experience.

Thales