Amadeus: A Case Study on Customer Satisfaction

Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio

Amadeus: Customer Experience Case Study

The hospitality team at Amadeus is dedicated to partnering with its customers to help adapt to new business challenges and market opportunities, and share success with key business stakeholders.



Since partnering with Confirmit, the hospitality division of Amadeus has been able to maintain the flexibility and competitive advantage it requires as it continues to grow worldwide. Their Customer Experience program has not only delivered immediate results by identifying areas for improvement, but also enhanced the company’s ability to adjust its internal processes by engaging internal teams.

“The Voice of the Customer program drives our strategic theme to continue our customer intimacy strategy and increase customer satisfaction. By distributing the data, we offer employees insight into our customers’ sentiment and level of satisfaction. This information has proven to be vital to our success.” - Erin Jacobsen, VP, Customer Support at Amadeus – Hospitality.

In this case study, you’ll learn how Amadeus has:

  • Significantly improved its NPS® scores across the hospitality division
  • Used feedback to drive change that has improved the Customer Experience
  • Engaged its teams to drive improvements and celebrate successes


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