Delta Air Lines adopts Medallia software to improve customer experience

Medallia, the global Customer Experience Management (CEM) leader, on Wednesday announced that Delta Air Lines, which has been named the best airline by Business Travel News for four years running, has chosen Medallia’s software to actively improve critical touch points along the customer experience.
Just weeks into a soft-launch period, Delta saw response rates double compared to its existing questionnaires when the Medallia survey was offered to customers.
Delta continues to invest billions in products, services, technology and airport facilities to enhance the customer experience across the globe — both in the air and on the ground. Medallia’s CEM platform will help Delta manage key data points daily to deliver real-time, actionable insights to over 80,000 employees at every level, every day.
“We are a data-driven company and data gives us the insight we need to continuously provide what we think is the best customer experience in the world,” said Gil West, Delta Air Lines’ executive vice president and chief operating officer. “On any given day, tens of thousands of customers give us feedback. With Medallia hardwired into our system, we have better visibility into each of these moments from the time a customer purchases their ticket to when they land at their final destination. And, more importantly, we now have real-time visibility to the voice of our customers.”
Delta will use Medallia’s software to:

  • Measure customer satisfaction more accurately throughout the entire travel experience;
  • Provide more immediate, insightful and actionable feedback for Delta teams around the world; and
  • Continue driving solutions that make flying better.

“Data about individual customer experiences combined with actionable insight is crucial to understanding how major investments affect customer satisfaction and retention,” said Ken Fine, Medallia’s chief customer officer. “Delta’s ability to quickly and easily integrate passenger feedback throughout its global operations is an incredible competitive advantage that will no doubt shape the airline’s major business results going forward.”
Medallia® is a Customer Experience Management company whose software application enables companies to capture customer feedback everywhere the customer is (including web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance.
Delta Air Lines serves more than 170 million customers each year and was named to FORTUNE magazine’s top 50 World’s Most Admired Companies. Delta has ranked No.1 in the Business Travel News Annual Airline survey for four consecutive years, a first for any airline.