GOGOQUALTRICS RESEARCH SUITE CASE STUDY

QUALTRICS PANELS CASE STUDY

“With Qualtrics, we created an automated

customer satisfaction program that seemed

almost impossible a year ago. Now we can

capture real-time, aggregated data that helps

us make more data-driven decisions. With the

ability to do more research in house, our small

team can not only do more with less, but we

are also able to make better use of our

outsourcing budget.”

Phil Penuela

Head of Consumer Insights

Itasca, IL

gogoair.com

Gogo is the global leader of in-�ight

connectivity and wireless in-�ight digital

entertainment solutions. Using Gogo's

exclusive products and services, passengers

with Wi-Fi enabled devices can get online on

more than 2,000 Gogo equipped commercial

aircraft. Gogo is working to continually rede�ne

�ying as a productive, socially connected, and

all-around more satisfying experience.

Challenges• Small research team to support the entire enterprise

• Limited capabilities with off-the-shelf survey tools

• Outsourcing was expensive

• No ability to track respondent data across multiple studies

SolutionGogo uses Qualtrics Research Suite and Qualtrics Panels to:

• Conduct automated customer satisfaction studies, sending 30,000 invites

per day to capture real-time, aggregated data

• Conduct an annual satisfaction survey with all airline partners to capture

insights and improve partner relationships

• Use advanced question types to create professional-looking surveys that

match the company’s brand, and that are easy and visually engaging for

respondents

• Create surveys in multiple languages to test positioning for new product

offerings across different countries

• Conduct concept testing to prioritize resources and budget for product

development

• Centralize research with a single, enterprise platform to manage work�ow,

share best practices and prevent over-surveying

Results• Reduced research time by 25%

• Optimized outsourcing budget with the ability to do 75% of research in house

• Created an opt-in database to have access to customer panelists in a few

hours, rather than weeks

• Can provide real-time reports to stakeholders to make fact-based decisions

• Saved time and money by using Qualtrics Panels to obtain the right target

audiences and manage the sample process for cross-market studies

sophisticated research made simple

©2014 Qualtrics qualtrics.com/panel-managementsales@qualtrics.com800-340-9194