Request a Demo

Job Role
Inquiry Type

YES, I agree to receive, via email, information about Medallia solutions and success stories that show how industry-leading companies improve the customer experience and increase revenue. Read our Privacy Policy in the footer below.

Read our Privacy Policy

Thank You

Your message has been received and we will contact you shortly.

“Low Fares Done Right” with Medallia for Digital

Frontier_696x400

Decrease in negative feedback

70%

Customers enabled to self-service

10,000

Self-serve webpage monthly visits

200,000

The Challenge

Frontier is focused on delivering a great customer experience, but realized they did not have good enough insight into how their customers felt about their website. They wanted to make sure they offer an informative and user-friendly experience as possible to all their online visitors.

The Solution

Frontier easily implemented the Medallia for Digital Voice of Customer solution throughout FlyFrontier.com, and was up and running within a couple of weeks. Using Medallia for Digital’s Best Practices methodology, Frontier’s first move was to add an Always On feedback button to their website. This encourages visitors to give their opinions and feedback at any time; allowing Frontier to uncover the unknown unknowns— the issues they didn’t know bothered their users.

Immediately, Frontier started to receive hundreds of responses and one subject that kept appearing in the comments was ‘luggage’.  Frontier then used an Intercept Survey to target relevant users to get more specific feedback, and the ensuing feedback data revealed that over 30% of customers did not know how to purchase luggage post booking.

This feedback was very surprising to Frontier Airlines, as until now they had no idea that their purchase luggage sales flow was not clear to their users, resulting in a negative experience with their online user journey. Based on their customers’ feedback, Frontier reacted quickly, and created a ‘How to Buy Bags’ webpage on the main navigation. Today, over 200,000 visitors per month visit this page (representing 20% of people who regularly come to make additions to their itinerary).

After optimizing their website, feedback data regarding luggage decreased from 10% of all web feedback collected to a total of 3% (representing a 70% decline). Furthermore, Frontier’s call center reported a significant reduction in calls regarding luggage issues; an outcome which correlates with the findings of the Voice of Customer feedback analysis.

Source: Case Study, “Low Fares Done Right” with Medallia for Digital

Jessica Smith Digital Marketing Strategy Manager Frontier Airlines

Learn how Medallia can work for your business

Request a Demo

More Medallia Success Stories

TUI_331x195.png

TUI

TUI makes the travel booking experience a dream

Read More

Airbnb-Forrester-regular.jpg

Airbnb

Airbnb pulls back the curtain to talk about innovative guest experiences

Read More

card-bestwestern.jpg

Best Western

Best Western earns 76% more reviews after teaming up with Medallia and Trip Advisor.

Read More