Case Study: Skyscanner boosts CSAT by 18 points and cuts first response time 76% with Zendesk Guide

With Guide, Skyscanner saw an 18 percentage point increase in CSAT and a 76% drop in first response time (FRT)

Skyscanner, a global travel search engine serving over 50 million unique visitors a month, faced the challenge of scaling fast, supporting users in 35+ languages, and meeting high expectations for quick help while operating a small support team. Their existing setup made it hard to measure customer satisfaction and led to slow first responses, risking customer churn in a competitive space.

By relaunching their help center with Zendesk Guide, adding per-ticket CSAT measurement, and using tools like Unbabel, Inbenta, Google Analytics and new automations, Skyscanner prioritized self-service and faster workflows. The changes drove massive ticket deflection—fewer than 1% of help-center visitors file tickets—reduced average first response time by 76% (from 17 to 4 hours), and lifted CSAT by 18 percentage points while handling about 2,000 resolved tickets monthly.

Skyscanner

Jon Thorne

Senior User Satisfaction Manager