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Airline NPS Verbatim Analysis demo

Finds the causes behind NPS and survey comments by route, cabin and tier, for CX insight teams 1:33

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What the demo shows

Finds the causes behind NPS and survey comments by route, cabin and tier, for CX insight teams

Eight agents read every survey comment the night it arrives, in any language, and match each response to its flight, operating aircraft, seat and loyalty tier. Ask a question in plain words, such as why business-cabin NPS fell on a long-haul route, and the cause finder answers with a short ladder of causes ranked by the NPS points each one cost, every rung opening to the passengers' own words. An operations agent proves each cause against the airline's records: the technical log, seat inventory, catering load plans, on-time data. A second agent checks the statistics and marks weak rungs as possible. The analyst asks back (only Platinum and Gold, without the disrupted flights), accepts, rewords or rejects each cause with a reason code, and sends a cited brief to the owning team. The agents track the reply and measure the score on the affected flights after the fix.

Transcript

  1. Airline NPS Verbatim Analysis Finds Why NPS Moves for CX insight teams.
  2. Corvain read 61,000 comments in September.
  3. Many airlines sample 10 a day.
  4. Overnight, an agent flagged it.
  5. Business NPS on Chicago to London fell 11 points.
  6. Polly asks why. Agents match every comment to its flight, aircraft, and seat.
  7. A ladder of causes.
  8. 38% sightseats that won't go flat on two aircraft.
  9. The operations agent proves it.
  10. 17 write-ups, 11 seats placarded and operative.
  11. A second agent checks the statistics and marks the lounge cause-only possible.
  12. She asks back for platinum and gold, $2.5 million a year at risk.
  13. She sends it to maintenance with a sighted brief and a reply date.
  14. Every cause cited Every decision with a reason Every step logged The aim Every four-point drop explained With an owner inside
  15. five days Built on Botminds Agents, data, screens, and governance on one platform

Transcribed from the film’s narration. Captions are on the player.