Airlines
Before ceasing operations, Jet Airways was one of India’s largest international airlines, holding a significant share in the commercial passenger segment. However, to stay competitive in the demanding airline industry, the company needed a data-driven approach to improving customer satisfaction.
Jet Airways approached Numr to revamp its customer experience (CX) strategy and integrate Net Promoter Score (NPS®) surveys with CX data analytics to gain deep, actionable insights.
Their key objectives were:
📌 Measure customer satisfaction across multiple flight segments, including:
✔ On-time vs. delayed flights
✔ Economy vs. Premiere vs. First Class
📌 Identify key factors impacting NPS®, such as:
✔ Boarding experience
✔ Cabin cleanliness
✔ In-flight meal quality
📌 Analyze customer comments to detect emerging pain points often overlooked in structured surveys.
With this data, Jet Airways wanted to improve customer experience, boost retention, and ultimately enhance customer lifetime value (CLTV).
To achieve these objectives, Numr deployed a multi-layered CX strategy powered by NPS®, advanced text analytics, and real-time dashboards.
📌 Created a short, highly targeted NPS® survey to maximize response rates and accuracy.
📌 Sent surveys immediately after touchdown to capture fresh, unbiased customer feedback.
💡 Key Finding 1: Delayed Flights Had Lower NPS®
🚀 Customers on delayed flights reported significantly lower NPS® scores.
🚀 Morning and late-night delays caused higher dissatisfaction than daytime delays.
🚀 Airport- and city-specific insights helped pinpoint the worst-performing locations.
By linking flight punctuality to customer satisfaction metrics, Jet Airways was able to prioritize operational improvements in key areas.
📌 Used CX data analytics to uncover the factors with the highest impact on customer satisfaction.
By analyzing detailed NPS® drilldowns, we identified the biggest drivers of customer experience:
✔ Boarding experience
✔ In-flight meal quality
✔ Cabin appearance
💡 Key Finding 2: Impact of Key CX Drivers on Different Flight Segments
📊 For on-time flights, in-flight meal quality had the strongest impact on NPS®.
📊 For delayed flights, boarding experience was the biggest pain point—customers found it frustrating and inefficient.
Why this mattered:
Jet Airways used these insights to optimize its CX strategy by addressing high-impact pain points that influenced retention and customer acquisition cost (CAC).
📌 Used AI-powered comment analysis to extract actionable insights from customer feedback.
📌 Created word clouds to identify recurring issues across customer responses.
💡 Key Finding 3: Boarding Process Was a Major Dissatisfaction Point
🚀 The most common negative words in customer comments were:
🔹 “Hours”
🔹 “Time”
🔹 “Boarding gate”
🔹 “Bad experience”
📊 Conclusion: Customers found the boarding process to be slow, unorganized, and frustrating, significantly impacting their overall experience.
Jet Airways acted on this insight by optimizing its boarding process and reducing wait times.
📌 Deployed an agile, role-based dashboard system for Jet Airways’ airport managers.
📌 Enabled real-time tracking of customer feedback trends for rapid issue resolution.
📌 Allowed frontline teams to proactively address CX pain points before they escalated.
🚀 Why this mattered:
📊 Traditional airline feedback systems often delay problem resolution due to slow data processing. By equipping frontline managers with instant insights, Jet Airways was able to fix issues before they became major problems—directly improving NPS® and customer satisfaction.
📈 NPS® increased from -3 to 6 within just four months.
📊 Uncovered hidden CX pain points that traditional surveys missed.
🚀 Reduced customer churn by fixing key drivers of dissatisfaction.
💡 Enabled frontline teams to resolve issues proactively.
By leveraging CX data analytics, real-time feedback, and customer experience metrics, Jet Airways was able to:
✅ Improve customer retention by addressing pain points that impacted loyalty.
✅ Reduce customer acquisition cost (CAC) by increasing positive word-of-mouth.
✅ Optimize customer journey touchpoints to deliver a seamless flying experience.
✅ Demonstrate the ROI of CX improvements through data-driven decision-making.
This case study proves a critical business principle: Customer experience is directly linked to financial performance.
🔹 Happier customers spend more, stay longer, and promote the brand.
🔹 Improving customer experience lowers CAC and increases CLTV.
🔹 CX data analytics helps airlines pinpoint and fix pain points in real time.
🔹 Agile CX strategies drive long-term customer satisfaction and retention.
By transforming customer feedback into a powerful business asset, Jet Airways was able to make smarter, data-driven decisions that enhanced customer loyalty and revenue growth.
✅ Implemented NPS® and Text Analytics to overhaul Jet Airways’ CX strategy.
✅ Identified key drivers influencing customer satisfaction across flight segments.
✅ Leveraged real-time dashboards to empower airport managers with actionable insights.
✅ Used comment analysis to uncover hidden CX pain points and emerging issues.
✅ Increased NPS® from -3 to 6 within just four months.
✔ Demonstrated the ROI of CX by linking satisfaction improvements to key business metrics.
✔ Reduced customer acquisition costs (CAC) through better customer retention.
✔ Optimized the customer journey to improve loyalty and customer lifetime value (CLTV).
✔ Improved operational efficiency by enabling frontline teams to address CX issues in real time.
✔ Enhanced customer experience metrics through continuous feedback and data-driven decision-making.
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