Delighting their customers was tricky without customer validation, which was either ad hoc or untracked before the establishment of the community. With measurable and trackable feedback, the airline can be sure they’re making decisions that give their customers what they want.
Recent survey results made it possible to relaunch Club Jetstar with confidence by validating the inclusion or exclusion of specific features. A key objective was grasping customer preferences between quick, sporadic deals, and everyday value. With the community expressing a clear preference for quick deals, the airline could focus on building a business case for change, marketing Club Jetstar, and getting to market quicker.