Case Study: Alaska Airlines enhances customer experience with Voxpopme

Alaska Airlines collects 500+ video responses in 4 days with Voxpopme

Alaska Airlines sought to gain deeper customer insights that went beyond the limitations of its traditional Alaska Listens surveys. The airline needed to understand the emotional context behind customer sentiment, specifically what "friendliness" meant to travelers and how sustainability influenced millennial airline choice. To capture more authentic and nuanced feedback, they turned to Voxpopme to integrate video feedback into their program.

By implementing Voxpopme's video feedback solution, Alaska Airlines collected over 500 customer video responses. This allowed them to capture open-ended, authentic perspectives and use automated analysis to uncover themes and sentiment. The outcome for Alaska Airlines was accelerated research, turning the vague concept of friendliness into specific service improvements and uncovering unexpected customer insights. Voxpopme enabled the airline to humanize customer data, driving empathy-based decision-making across the company.

Alaska Airlines