Case Study: Jetstar Airways achieves stronger customer satisfaction with Vision Critical

How Jetstar Airways uses insights to build customer satisfaction

Jetstar Airways, the Australian low-fares airline and Qantas subsidiary, needed a better way to validate customer preferences and make decisions with measurable feedback instead of ad hoc or untracked input. Using Vision Critical’s customer community and survey tools, Jetstar sought to improve customer satisfaction, test ideas for products like Club Jetstar, and support faster, more confident decisions.

Vision Critical helped Jetstar run short, targeted surveys through its Customer Panel, enabling the airline to validate features, refine marketing messages, and gather real-time feedback on choices ranging from membership benefits to in-flight coffee and new partnerships. The result was nearly 60,000 surveys completed across multiple markets, with the company noting that prior interview-based research could have cost about $1.2 million, far more than Vision Critical’s one-year subscription with unlimited surveys.

Jetstar Airways

Nicole Kulma

Senior Marketing Advisor