Case Study: Alaska Airlines improves customer experience with Voxpopme video feedback

How Alaska Airlines uses a hybrid approach to customer feedback to drive action and improve the customer experience

Alaska Airlines, one of the largest U.S. carriers and a long-time leader in customer satisfaction, wanted a deeper understanding of what travelers value beyond its Alaska Listens survey. The airline needed a way to move from broad feedback to more actionable insight, especially around vague themes like “friendliness” and other key customer segments.

Using Voxpopme, Alaska Airlines added video feedback to its Alaska Listens survey to capture richer customer insight on topics like friendliness, sustainability, and open-ended “tell us anything” responses. Voxpopme helped Alaska Airlines uncover clearer actions, strengthen empathy across the business, and amplify the customer voice company-wide, contributing to ongoing improvements in the customer experience and supporting its top satisfaction ranking.

Alaska Airlines