NPS takes flight from ELS findings

Jan 17, 2022

A North American Airline needed to boost its Net Promoter Score and understand why it dropped in the first place.

Knowing the proven value in and correlation between Emotional Loyalty Scoring and NPS, Kobie combined ELS with member subgroup analysis that led to a quick uptick in member sentiment.

The brand learned that leisure and business flyers had different emotional motivators, and were emotionally impacted at different touch points during the member journey. So the airline adjusted messaging, positioning, and campaign relevancy to better tap address the consumer feedback from ELS.

With Kobie’s analytics and consulting solutions, sentiment quickly improved as seen through social and call center interactions.