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

target relevant audiences
Limited source of customer feedback
feedback board
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

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Engaging feedback forms and customer surveys
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Automated metadata capture for each feedback
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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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