Singapore Airlines and the Mission to provide Impeccable Service
Company
Singapore Airlines (abbreviation: SIA) is the flag carrier airline of the Republic of Singapore with its hub located at Singapore Changi Airport. The airline is notable for highlighting the Singapore Girl as its central figure in corporate branding segment.[3] It has been ranked as the world’s best airline by Skytrax four times.
Travel and Leisure
Providing impeccable service as well as upselling
Post-flight customer satisfaction communication
52% of the customers began the process, and a whopping 93% of those completed it entirely
providing amazingly specific insights in 61(!) different categories of the flight experience.
Challenge
The mission of providing impeccable service, Singapore Airlines was looking for a way to
- Reach passengers at scale
- Engage and learn from them
- Upsell its frequent flyer club subscription
- Reduce operation costs
- Increase customer satisfaction and online reputation
93%
of those who entered the link, completed the process
63%
followed through on the action drived to
57%
opted in to receive additional offers
Solution
Howazit assisted Singapore Airlines by
- Uncovering the big picture—providing a bird’s eye view of the airline and its operations
- Monitoring and improving service quality
- Adding an innovative technology layer to the airline’s existing offering
- Quick and efficient way of closing the loop
- Verifying customer satisfaction with an extremely personal touch
Results
An astonishing 52% of the customers began the process, and a whopping 93% of those completed it entirely
providing amazingly specific insights in 61(!) different categories of the flight experience.
63% of those who completed the communication also followed through on the action asked of them
57% opted in to receive additional offers