Scoot, 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”.
Scoot says it has listened to its airline customers and welcomed onboard experience management company Qualtrics to improve the service it offers customers.
Scoot, 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”.
Post its merger with TigerAir, Scoot offers 66 destinations across 18 countries and concedes it will need to acquire and retain customers in Asia Pacific.
“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 touch points,” said Vinod Kannan, chief commercial officer, Scoot.
He added, “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.”
Scoot aims to improve business operations – ranging from a seamless check-in process, to handling last minute flight changes, to ensuring staff members are friendly to the passengers.