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Airline Customer Experience Management Airline Customer Experience Management

XM Solution Guided Program

Airline Customer Experience Management

Identify key drivers of customer satisfaction across all customer journeys with a proven, industry-leading CX solution for aviation.

Core Experience

Customer Experience

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Identify actionable customer insights in less time with a brand new, pre-built solution designed for aviation by Qualtrics CX experts. We’ll help you assess your current CX strategy and deploy a best-in-class program specific to your business.

Jump-start your CX program with:

  • Surveys built by industry experts & validated by leading airlines
  • Role- and channel-based dashboards to identify insights and take action

With this XM Solution you will be able to:

  1. Understand the current customer experience across all touchpoints, including mobile
  2. Address strategic business priorities, like improving lounge services and usage
  3. Drive organizational alignment and adoption by delivering tangible results across multiple departments
  4. Increase customer loyalty, new customer acquisition, and customer satisfaction across all loyalty tiers

Outcomes Delivered

  1. Get powerful CX insights in less time
  2. Supplement existing surveys with pre-flight, purchase, loyalty, and support feedback
  3. Create a roadmap for growth to increase feedback coverage and capabilities
  4. Deliver a premium experience to your best customers

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What You Get

Expert-built Surveys

Get pre-built airline customer experience surveys designed by experts and proven to help you get the insights you need to improve the customer experience:

  • Transactional Surveys
    • Digital
      • Site Experience
      • Purchase Experience
      • Cart Abandonment Experience
      • Mobile App Experience
    • Flight
      • Pre-flight Experience
      • Lounge Experience
      • Post flight Experience
    • Support
      • Contact support Experience
      • Reservation Experience


Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

  • Digital: Overall Site and App Experience
    • Executive
    • CX Manager
    • Digital Experience Manager
  • Digital: Support
    • Executive
    • CX Manager
    • Call Center Manager
  • Digital: Loyalty Program
    • Executive
    • Marketing Manager
    • Loyalty Program Manager
  • In Airport: Flight Experience
    • Executive
    • Airport Manager
  • In Airport: Lounge Experience
    • Executive
    • Lounge Manager
    • Loyalty Program Manager
    • Airport Manager

Qualtrics Customer Experience Maturity Model

Qualtrics uses a 3-phase approach to implement and grow your Airline CX program:

  1. Evaluate your existing CX program and identify gaps to improve and augment existing feedback
  2. Add surveys across channels and by journey to expand your coverage across priority customer journeys
  3. Deep dive on your most important customer journeys with additional analytics and program capabilities (e.g. customer loyalty program predictive analytics)

Once you’re up and running, you’ll receive access to additional surveys, dashboards, new features, and industry benchmarks when released.

Implementation & Services

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.


Solution Details

Required License: Customer Experience 1



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