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Hawaiian Airlines gains valuable insights directly from their users
Web support and QA teams at Hawaiian Airlines takes advantage of the versatile customer feedback platform Usersnap to improve CX.
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Challenges
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Limited source of customer feedback
Checking essential metadata with every issue
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Streamline internal and external website feedback
"The Usersnap tool is a great way for us to get feedback directly from users of our website. It’s been a terrific source of new ideas from users and has also helped to uncover pain points that have led to improvements on our site."
Tomani Kamiko, Web Support Specialist @Hawaiian Airlines
Loved features
Engaging feedback forms and customer surveys
Automated metadata capture for each feedback
Easily customizable feedback projects
Results
2x the customer feedback
The onsite feedback widget multiplied customer feedback for UX and CX improvements.
Measure customer satisfaction
The CSAT score gave the team tremendous insights on the booking process flows.
Streamlined quality assurance
High-quality feedback from testers, website visitors, and customers all in one place.
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Hawaiian airlines
"It’s a terrific source of new ideas from users and has helped uncover pain points that led to improvements on our site."
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"Invaluable customer feedback may have gone unheard without Usersnap as our constant feedback portal."
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Collect feedback,
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