CASE STUDY SWISS QUESTBACK HELPS SWISS REACH ITS DESTINATION The customer satisfaction survey programme (CSS) helps SWISS to make investments where they will have the biggest positive impact on Customer Experience. www.questback.com People matter. Get their insight.USING CSS TO DIRECT STRATEGIC INVESTMENT Using Questback’s Enterprise Feedback Suite, SWISS runs a continuous online passenger survey. This covers the complete travel experience chain across 15 customer touch points, and integrates business data on the destination airport, aircraft type, routes, and travel class of passengers. Feedback is enabling the airline to build an invaluable database to underpin operational and strategic business decisions. SITUATION Goal: A unique customer experience Price-based competition

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