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Scoot Airlines Chooses Qualtrics for a Three-Year Partnership to Deliver World-Class Customer Experience

July 31, 2018 Aviation No Comments Email Email

Scoot has listened, after the expansion resulting from the merger with TigerAir, and in a drive to enhance the customer expereince, have appointed Qualtrics, the leader in experience management.

Sccot, the low-cost arm of the Singapore Airlines Group, will use Qualtrics to deliver a seamless customer experience (CX), to better understand and reduce customers’ pain points in their flight journey. With Qualtrics, Scoot will be able to accelerate their CX strategy and deliver a service-oriented culture.

Scoot has established a strategy to gather customer insights, initially through post-flight feedback. The first phase is aimed at learning about which customer touchpoints require improvement and arming their teams with the tools to make an impact. By combining operational and experience data on a single platform, Scoot can review real-time insights on which routes, aircraft type, airports, and other customer touchpoints are delivering superior experience to customers or where there is room to improve.

Post merger, the airline offers a wider range of destinations traveling to 66 destinations across 18 countries. To tap into the burgeoning travel market in Asia Pacific, airlines will need to acquire and retain customers. Asia Pacific is expected to account for 2.1 billion of travellers out of the forecast of 7.8 billion global passenger numbers by 2036, according to the International Air Transport Association.

“Travellers often hold the perception that low-cost carriers offer minimal service quality and offerings. To change that mindset and retain our loyal customers, Scoot aims to value add to our customers’ journey by delivering high customer satisfaction across all touchpoints. In this customer-centric world, price is no longer a sole differentiator. As such, we have identified CX as a key area of focus for the business moving forward,” said Vinod Kannan, Chief Commercial Officer, Scoot.

“Qualtrics offers unparalleled speed-to-market and ease of integration. We were impressed with the Experience Management Platform which collects customer feedback from multiple sources and delivers actionable, real-time insights on a single, unified platform using artificial intelligence and machine learning capabilities. Qualtrics allows our employees to prioritise and optimise service delivery for our customers quickly wherever they are,” he added.

“Amidst rising competition within the aerospace industry from low-cost carriers and increasing pressure to keep flights affordable, airlines can no longer afford to compete just on price alone. In fact, delivering a positive travel experience has become a key differentiator for airlines,” said Foo Mao Gen, Head of Southeast Asia, Qualtrics. Qualtrics is pleased to be embarking on this journey with Scoot to deliver world-class customer experience and service. We are confident of our abilities to support Scoot’s commitment towards listening to what their customers really want and to proactively act on addressing the demand.”

To meet all basic needs and expectations of its growing pool of customers, Scoot aims to improve their business operations – ranging from a seamless check-in process, to handling last minute flight changes, to ensuring staff members are friendly to the passengers. With the capability to process over 70 languages, Qualtrics’ Experience Management Platform will allow Scoot to collect and analyse feedback from customers in different countries. All of these capabilities are in a highly secured ISO27001 certified platform which complies with GDPR and PDPA requirements. These will be critical for the airline to truly understand what their customers are looking for and allow them to deliver a high-quality customer experience while ensuring their customers’ data are well-protected.

To translate customer feedback into actionable insights, Scoot will be leveraging Qualtrics iQ, the predictive intelligence engine. The three core components of Qualtrics iQ are:

Qualtrics Text iQ: Uses natural language processing and machine learning algorithms to analyse open text feedback and surface trends in data. It also helps to identify emerging issues, immediately identifies areas of improvement, and helps monitor improvements over time to drive overall business results.

Qualtrics Driver iQ: Automatically helps organisations statistically identify key experience drivers deep in their data, and prioritises key driver variables so they know where to focus their efforts for the biggest impact.

Qualtrics Stats iQ: Automatically chooses the appropriate statistical analyses for your data, then translates the results into plain English. The various advanced data analytics functions include relate, univariate, bivariate, crosstabs, regression, and modeling.

Since the launch of its Southeast Asia hub in September 2017, Qualtrics has partnered with over 90 customers across various sectors in the region. This includes financial services organisations like OCBC Bank, Singtel, Fuji Xerox Asia Pacific, Nestlé, Singapore Post, and educational establishments such as United World College Southeast Asia (UWCSEA) and the National University of Singapore (NUS).

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