LATAM Airlines: How monetising NPS helped us take CX investment decisions

LATAM Airlines, an airline holding company, developed a calculator that monetised net promoter scores to facilitate decision making regarding customer experience (CX).


The volatility of the airline business – navigating oil prices, exchange rates, etc. – makes CX investment decisions challenging. LATAM Airlines wanted to put the customer at the heart of these decisions.

Working with MESH, we created a three-phase program to link flight touch-points to NPS and future behaviour, thus attaching a monetary return to CX. The program included:

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