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All Nippon Airways picks Qualtrics to drive customer experience improvements

Qualtrics has been appointed by All Nippon Airways (ANA) to provide its cloud-based Experience Management Platform™ to help improve the airline’s customer experience. With Qualtrics, ANA will be able to gain more precise and timely analysis, provide feedback to divisions and field staff members, and take actions based on real-time feedback.

ANA is the largest airline in Japan, servicing 53.8 million customers annually for domestic and international travel. ANA is the only Japanese airline to receive the highest five-star rating for six consecutive years from SKYTRAX Inc. It has also been awarded 2018 Competitive Information Technology (IT) Company by Japan’s Ministry of Economy, Trade and Industry and the Tokyo Stock Exchange.

Before implementing Qualtrics, ANA traditionally collected customer feedback via questionnaires. However, the information wasn’t timely or accurate enough, and ANA needed a way to share feedback more effectively throughout the company.

ANA chose the Qualtrics Experience Management Platform™ due to its ability to gather data on a wide range of topics from customers and deliver insights to managers so they can take the necessary actions to improve the customer experience.

Hironobu Kondo, Director, CS Promotion CS & Products Services, ANA, said, “We have determined that the Qualtrics Customer Experience Solution will be a powerful solution for achieving the ideal closed loop cycle for ANA’s customer satisfaction improvement, so we decided to adopt it. By utilising the customer experience (CX) program in the future and by using and accumulating knowledge, ANA will be able to develop better measurements to accurately understand customer demands and satisfaction.”

Bill McMurray, Managing Director, Asia Pacific and Japan, Qualtrics, said, “Qualtrics is driving a paradigm shift in the way that organisations can capture and react in real-time to customer feedback. We provide the balance of full-function capability, with a scalable and easy-to-use customer experience management platform. This enables an organisation to have a flexible and agile program where the company can start small, implement that, learn and iterate and then grow the program out in terms of capabilities/customer touchpoints and scale.”

“Organisations can then take action and respond to customers in real-time to turn what was a negative or OK experience into an exceptional experience, and ultimately convert them into life-long customers. It’s great to see that ANA, like many of our other customers, are able to improve their customer experience programs with Qualtrics,” Mr McMurray added.