Photo: Lufthansa Group
Flugzeuge der Lufthansa Group
Air travel 4.0

Extensive digital customer journey study

Flight guests of Lufthansa, SWISS and Austrian Airlines systematically provided feedback on the entire travel chain at the moment of truth in a group-wide project of the Lufthansa Group.

The focus was on digital touchpoints, such as the search for information, the booking process, the check-in and notifications in advance of the flight. But also the experience of personal contact, on-board and ground processes as well as current sensitivities of the guests were recorded. Selected customers from the Miles and More program were invited to participate in the project using their own Android and Apple devices. After the installation of the mQuest® app, the „Trip Diary“ questionnaire was assigned.

Lufthansa Group Logo

Client: Lufthansa Group
www.lufthansa.com

Klare Antworten Logo

Client: Klare Antworten GmbH
www.klare-antworten.de

In a nutshell

  • Deployed product: mQuest® Diary
  • Independent completion of questionnaires on participants‘ own smartphones
  • Clearly structured questionnaires covered all phases of the customer journey
  • 773 recorded reports of air travel during the study
  • Independent of WiFi or mobile networks thanks to offline functionality at an altitude of 15,000 m
  • Daily upload of results

Services

Icon Stift
Programming of questionnaires by cluetec
Icon Menschen
Set up of participants for the diary study
Icon Support
Professional mQuest® Support
Icon Hosting
Secure Hosting in Germany
With mQuest® we were able to capture live impressions immediately – our customers were able to reproduce what they were experiencing directly. This allowed us to gain new insights, even about less conspicuous but important touchpoints. Offline functionality and easy setup on the participants‘ devices were very important.
Caroline Kleber, Customer Insights, Lufthansa German Airlines

More success stories

Software für Store Checks und Revisionen bei PM-International

Easy. Successful. Digitalized.

Luftaufnahme von the lab

Human-machine interface for the car of the future.

Mobile Data Collection für die Uni Mannheim

Never stop learning.

Mobile Data Collection für Cargo im Auftrag von TIER

A user check on micromobility at TIER.

Digitalized audits at Continental with the mQuest<sup>®</sup>Audit software

More efficiency by digitalization at Continental

diary-study-software-perl

What stresses you out?!

Softwareentwicklung mit Python für ZF

Smart automation of testing systems at ZF

Software für Tagebuchstudien zum Bezahlverhalten in der Schweiz

How is Switzerland paying?

Digitalisierung in der Baubranche

Home sweet home

Worth asking

Mobile App für Verkehrserhebungen und Fahrgastzählungen

Survey without detours

Irreplaceable at Car Clinics by Ipsos

Smart digitalized at MiRO

Photo: Lufthansa Group

Large-scale Customer Journey Study for Lufthansa Group

Digital touchpoint tracking for S&L Medienproduktion

Audit processes at Faurecia digitalized smart

Photo: Automobili Pininfarina

Digital vehicle evaluation at the Geneva Motor Show

Foto: Frank Seifert

Digitalized store checks at Fraport AG

Digital feedback sheets for Atlas Weyhausen

Photo: IKEA Österreich

Kitchen construction digitalized smårt

Open Air Insights for BOSCH

The early bird catches the customers

Faster to the customer at HMS

Lufthansa's future of air travel

Best-In-Class store execution with dichter & neira

DEKRA claims adjusters in field service

Digitalized trade fair survey for Faircontrol

300,000 interviews, 199 malls, 14 countries

Surveys and checks at the POS

Photo: Flughafen Zürich AG

Digitalized surveys at the airport in Zurich

Digitalized satisfaction measurement at pharmacies

Event survey at Villacher Kirchtag

Flight Mode? No Problem!