Case Study: Vietjet Air improves real-time customer service management with Spectos RTPM

Vietjet Air - Customer Case Study

Vietjet Air, Vietnam’s largest private airline, needed a better way to manage the large volume of airport service quality data and customer complaints that were being handled manually and often through email. To improve speed, access, and control over customer service operations, Vietjet Air worked with Spectos GmbH and its RTPM real-time performance management software.

Spectos GmbH implemented a customized RTPM platform with real-time monitoring, web-based reporting, a finding management system, and the Feedbackstr Kiosk app for smartphones and tablets. After a three-month pilot at Tan Son Nhat airport, Vietjet rolled the solution out across all 32 domestic and national airports, enabling real-time data transmission, offline feedback collection, faster problem resolution, and clearer KPI-based reporting to support continuous service quality improvement.

Vietjet Air

Nguyen Phuong Thao

Service Quality Control Manager