Customer cases

Norwegian Airlines takes customer satisfaction survey to new heights with Enalyzer

Under the vision of “everyone should afford to fly”, Norwegian takes pride in delivering a cost efficient and high-quality travel…

Under the vision of “everyone should afford to fly”, Norwegian takes pride in delivering a cost efficient and high-quality travel experience to their customers. Norwegian previously used third parties to conduct their customer satisfaction surveys, but as a fast growing company with an increasing number of passengers, they saw numerous benefits in internalizing the survey and make use of Enalyzer’s functionality. More specifically the advantages were:

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  • An automated set-up integrated with CRM, allowing instant survey distribution and real time reporting
  • Improved surveys for respondents
  • Control of their own data cost reduction

Plus, they got a powerful and user-friendly tool that they can use for other surveys in the organization.

 

 

 


“It was really a no brainer. By internalizing and automating our customer satisfaction survey we gained full control, reduced cost significantly and gave our passengers a better experience while answering our satisfaction survey.”

Julius Støback – Head of Consumer Insight and Research at Norwegian Air Shuttle


With Enalyzer, Norwegian has full control over their survey and its visual design. It offers the best options for Norwegian to depict their brand identity, as they wish, with no compromises. To top it off, thanks to Enalyzer’s built-in responsive design, Norwegian’s survey can adapt to all platforms, big or small, so it can be navigated identically in desktops, tablets and/or smart phones.

 

The Solution: Automization with trigger based surveys and real time reporting

Enalyzer delivered a unique solution to the third party problem – by an internalized solution with a customizable link that creates a bridge between Enalyzer and Norwegian’s CRM.

How does it work? Norwegian’s CRM triggers their mailing system, sending an email containing the Enalyzer link to their customers, once they have finished their trip. The link automatically merges the different CRM values, into the survey for later analysis. Now, Norwegian has full control, they can administrate and manage their data in Enalyzers reporting, where a customized dashboard has been created to provide at top level view on overall satisfaction and how it differs in each market.

Data is updated in real time and just like the survey, the report adapts to all platforms, desktops, tablets and/or smartphones. This makes viewing reports on-the-go possible, quick and easy.


“The data is now on our dashboard, we can set up our own surveys and there is no more need for third parties.”

Julius Støback – Head of Consumer Insight and Research at Norwegian Air Shuttle


Norwegian employees quickly adopted Enalyzer, making it an essential tool in relation to customer service and customer satisfaction, however according to Julius Stoback “there is now a possibility to create surveys for internal use or other purposes.

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Results and Future Plans: Enalyzer playing an increasingly important role

Norwegian launched the new customer satisfaction survey set-up in August 2014 and it has already received more than 40.000 respondenses – and answers are still ticking in.

Enalyzer is also able to keep up with Norwegian’s continuous growth and need for more surveys in other part of the organization. Norwegian employees quickly adopted Enalyzer, making it an essential tool in relation to customer service and customer satisfaction, however, according to Julius Støback, there is now a possibility to create surveys for internal use or other purposes.

One of the many advantages is that Enalyzer is not only a user-friendly system, it’s a user-friendly experience. It is easy to implement, use and understand, plus its unique built-in features offer Norwegian the opportunity to create professional looking, and functioning surveys and reports.

With Enalyzer, Norwegian has full control over their survey and its visual design. It offers the best options for Norwegian to depict their brand identity, as they wish, with no compromises. To top it off, thanks to Enalyzer’s built-in responsive design, Norwegian’s surveys can adapt to all platforms, big or small, so it can be navigated identically in desktops, tablets and/or smart phones.

 

 

Would you also like a fully automized customer satisfaction survey like Norwegian?

Contact us to learn more. It’s probably easier and more cost efficient than you think.

You can also sign up for a free test account here and check out Enalyzer.