Scoot picks Qualtrics for three-year partnership

Qualtrics enables Scoot to act on their immediate feedback and drive data-driven business outcomes in real-time

Experience management player Qualtrics has been appointed by Scoot Airlines (Scoot), the low-cost arm of the Singapore Airlines Group as its strategic partner.

Scoot 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 says it will be able to accelerate their CX strategy and deliver a service-oriented culture.

As customers demand for better and personalised experiences, leading brands such as Alibaba are increasingly seeking for ways to gather and act on customer insights.

Besides acquiring and retaining loyal customers, enhancing customer-brand experiences will also allow brands to improve their overall revenue – according to an Accenture report, poor personalisation results in almost half (45 percent) of Singaporeans switching brands and in turn, costing businesses S$19 billion.

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.

Following the merger between Scoot and Tiger Airways in 2017, the airline now offers a wider range of destinations travelling to 65 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 (pictured), Chief Commercial Officer, Scoot.

“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,” added 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.”

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