Scoot Airlines chooses Qualtrics for a three-year partnership
Qualtrics will enable Scoot to deliver superior end-to-end passenger experience, act on their feedback immediately and drive data-driven business outcomes in real-time
Qualtrics, the leader in experience management, announced that it 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 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.
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, 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.”
“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 modelling.
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 Prudential Insurance, 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).
Scoot is the low-cost arm of the Singapore Airlines Group. Scoot took to the skies in June 2012 and merged with Tigerair Singapore in July 2017, retaining the Scoot brand and positioning it well for a new chapter of growth. Scoot has carried over fifty million guests and now operates a fleet of 17 state of the art, widebody Boeing 787 Dreamliners and 24 young and modern Airbus A320 family aircraft, with three more Boeing 787 Dreamliners and 39 Airbus A320neo aircraft on order. Scoot’s network presently encompasses 65 destinations across 18 countries and territories with Nanchang to join the network soon. Scoot provides – in addition to fantastic value airfares – a safe, reliable and contemporary travel experience with a unique attitude – Scootitude. Offering amenities including on-board Wi-Fi Internet connectivity and in-seat power on selected flights as well as the ability to redeem and accrue Singapore Airlines KrisFlyer miles, Scoot was voted 2015, 2016, 2017 and 2018 Best Low Cost Airline (Asia/Pacific) by AirlineRatings.com and ranked in the Top 10 of the World’s Best Low-Cost Airlines in 2015 by Skytrax. Scoot is passionate about making travel attainable for all and enabling people to embrace the full potential of what we term Wandermust – the innate need that humans have to travel and seek new experiences. Book your tickets at FlyScoot.com or contact our Call Centre. Find out more on FlyScoot.com, Facebook.com/FlyScoot, Instagram.com/FlyScoot, and Twitter.com/flyscoot.
Qualtrics is a single system of record for all experience data, also called X-data™, allowing organisations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics. To learn more, and for a free account, please visit www.qualtrics.com, or connect on Twitter, Facebook or LinkedIn.