Known for its consistently high CSat ratings, Southwest Airlines found itself at the lower end of a more targetted regional survey focused on business travellers.
Making a strong case for separate customer satisfaction surveys for different customer segments, the survey found several gaps in Southwest's offering from the perspective of the business traveller -- ranging from convenience and choice in booking options to group bookings.
The questions, which are not typical for general airline CSat surveys, placed the spotight on other carriers stronger alignment to business travellers.
The key insight: building CSat surveys around critical business success factors and key market segments - and then targeting them with specifically designed surveys. The result: powerful insights that head off future business obstacles before they have a big impact.