KLM
Sky-high reviews
How KLM Royal Dutch Airlines created a fan-favorite app with customer insights.
With GetFeedback, we can capture the Voice of the Customer to understand where and how we can improve, so we can increase the overall adoption and satisfaction of the app.
—Stijn Bannier, Product Manager Mobile, KLM Royal Dutch Airlines
Increased app usage and revenue
4.2
App store rating,
increased from 2.8 at launch
100,000
Active daily users
of the KLM app
30
More seats
sold per day
THE CHALLENGE
Enhancing the mobile experience
When the first iteration for the airline’s mobile app launched to mixed reviews, KLM needed a way to quickly understand what customers felt was missing from the app and identify bugs that were impacting the user experience. Ultimately, they needed to turn their minimum viable product into a minimum lovable product.
THE SOLUTION
Tapping the Voice of the Customer
KLM implemented GetFeedback into the mobile app to collect and analyze both quantitative and qualitative in-app feedback without disrupting the user experience.
An agile platform to identify app bugs
Integrated feedback helps the development team trace issues to find the source of customer frustrations. The efficient process saves time, putting the focus on what matters: bug fixes and solutions that work and enhance customer experience.
Deep understanding of the customer to prioritize features
With the qualitative data and demographic information from GetFeedback, KLM stays in tune with what different types of app users think, feel, and need from the app experience. New features and updates are prioritized based on this insight.
Customer-centric mindset team wide
The development team is able to drive alignment with other departments thanks to the in-app feedback; customer service can relay feedback they’re hearing and connect it to technical insight the development team gets from GetFeedback.
THE RESULT
A more lovable app experience
Since integrating GetFeedback, KLM is more in tune with their app user base and better able to continuously enhance their experience. The app has increased from a 2.8 star rating to a 4.2 one, and the app has been downloaded millions of times. Every day, more than 100,000 users log in to the app.
GetFeedback helped us to improve our app and boost revenue.
—Stijn Bannier, Product Manager Mobile, KLM Royal Dutch Airlines
Read more customer success stories
*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, inc., Fred Reichheld and Satmetrix Systems, Inc.