Royal Jordanian selects Medallia and Kantar to power new Voice of the Customer programme

Royal Jordanian (RJ) announced the launch of its new Voice of the Customer programme, powered by technology from Medallia, the global leader in customer and employee experience, and delivered by Kantar.

The new initiative has been designed to further enhance the end-to-end journey of passengers across RJ’s flight network covering 141 destinations.

Royal Jordanian’s Vice Chairman and CEO Samer Majali commented: “Improving the customer experience is at the heart of RJ’s mission, as we strive to better our business performance and deliver class-leading quality product at all journey touchpoints. Our new Voice of the Customer programme has been engaging different customer segments, and we have already received 17,000 pieces of valuable feedback, which we will use to drive the RJ brand towards greater customer satisfaction and loyalty.”

RJ’s new Voice of the Customer programme will capture feedback from its flyers from the moment of booking right the way through to their final destination, gathering insight at eight key touchpoints across the end-to-end journey. Using the Medallia Experience Cloud and its AI-powered text analytics capability, RJ will be able to easily identify key trends in passenger feedback and use these insights to drive meaningful change to enhance customer journeys for its growing base of flyers.

“Gathering feedback and acting on that insight is the cornerstone of every successful CX strategy. Royal Jordanian has recognised the value of a comprehensive CX programme, and we are delighted to be working alongside Kantar to help RJ realise their vision of customer centricity,” said Eduardo Crespo, Senior Vice President and General Manager of the UK, Ireland, and the Middle East at Medallia.

“Kantar is very excited to partner with Medallia to deliver a best-in-class NPS programme to Royal Jordanian. We see the power of combining customer feedback with RJ’s internal data helping them take focused actions, getting a full journey view as well as experience ratings with each of the touchpoints. This will enable RJ to better enhance the flyer experience and positively impact business outcomes,” said Satish Dave, Executive Director, Customer Experience, Kantar MENA.

About Royal Jordanian Airlines

Royal Jordanian was established in 1963 as the official national carrier of the Hashemite Kingdom of Jordan, and over the past 60 years, RJ has elevated itself to become the foremost airline in the vibrant Levant region. Embracing its visionary strategy, RJ has charted a course of expansion, unveiling an impressive array of five new destinations in 2023 alone: Stockholm, Bahrain, Brussels, Algeria, and Dusseldorf. With this remarkable growth, RJ is expanding its fleet with new modern aircrafts by the upcoming year, as well as increasing flight frequencies to ensure convenience and comfort for its passengers.

About Medallia

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment.

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About Kantar

Kantar is the world’s leading marketing data and analytics company. We have a complete, unique and rounded understanding of how people think, feel and act; globally and locally in over 90 markets. By combining the deep expertise of our people, our data resources and benchmarks and our innovative analytics and technology, we help our clients understand people and inspire growth.

Kantar has specialist CX expertise to help clients build and maintain a strong relationship with your customers, develop a winning customer strategy, monitor real-time customer feedback, and create a truly customer-centric culture.