Skyscanner
Skyscanner
Data science - enhancing the customer experience
The Why?
As a business, Skyscanner is fundamentally a flight & travel ‘aggregator’ site for all of the major airlines. Given the business model, there was a lack of true customer understanding - as site visitors end their digital journey elsewhere. To ensure Skyscanner was servicing their site/app users appropriately (ultimately meeting customer need), primary CX research was required.
The How?
Synthys were charged with designing and implementing a quantitative pop-under ‘intercept’ survey, hosted via the Skyscanner site/app - that ‘intercepted’ visitors upon completion of their Skyscanner visit. This enabled Skyscanner to collect NPS scores, as well as verbatim feedback - to identify potential gaps/flaws in the offering.
The What Now?
The NPS metrics, allied to the text analytics (of the verbatim feedback), enabled Skyscanner to see, in real time, how well they were meeting customer need(s) - as well as identifying areas for product/service optimisation. This customer feedback vehicle also provided an immediate link to the CRM team - who could seamlessly action any issues site
visitors encountered.
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