26 July, 2023

Royal Jordanian selects Medallia and Kantar to power new Voice of the Customer programme

Royal Jordanian enhances end-to-end flyer journey through new CX initiative

Royal Jordanian announced the launch of its new Voice of the Customer programme, powered by technology from Medallia, the global leader in customer and employee experience, and delivered by Kantar. The new initiative has been designed to further enhance the end-to-end journey of passengers across RJ’s flight network covering 141 destinations.

Royal Jordanian’s Vice Chairman and CEO Samer Majali commented: “Improving the customer experience is at the heart of RJ’s mission, as we strive to better our business performance and deliver class-leading quality products at all journey touchpoints. Our new Voice of the Customer programme has been engaging different customer segments, and we have already received 17,000 pieces of valuable feedback, which we will use to drive the RJ brand towards greater customer satisfaction and loyalty.” 

RJ’s new Voice of the Customer programme will capture feedback from its flyers from the moment of booking right the way through to their final destination, gathering insight at eight key touchpoints across the end-to-end journey. Using the Medallia Experience Cloud and its AI-powered text analytics capability, RJ will be able to easily identify key trends in passenger feedback and use these insights to drive meaningful change to enhance customer journeys for its growing base of flyers. 

“Gathering feedback and acting on that insight is the cornerstone of every successful CX strategy. Royal Jordanian has recognised the value of a comprehensive CX programme, and we are delighted to be working alongside Kantar to help RJ realise their vision of customer centricity,” said Eduardo Crespo, Senior Vice President and General Manager of the UK, Ireland, and the Middle East at Medallia.

“Kantar is very excited to partner with Medallia to deliver a best-in-class NPS programme to Royal Jordanian. We see the power of combining customer feedback with RJ’s internal data helping them take focused actions, getting a full journey view as well as experience ratings with each of the touchpoints. This will enable RJ to better enhance the flyer experience and positively impact business outcomes,” said Satish Dave, Executive Director, Customer Experience, Kantar MENA.

Royal Jordanian was established in 1963 as the official national carrier of the Hashemite Kingdom of Jordan, and over the past 60 years, RJ has elevated itself to become the foremost airline in the vibrant Levant region. Embracing its visionary strategy, RJ has charted a course of expansion, unveiling an impressive array of five new destinations in 2023 alone: Stockholm, Bahrain, Brussels, Algeria, and Dusseldorf. With this remarkable growth, RJ is expanding its fleet with new modern aircrafts by the upcoming year, as well as increasing flight frequencies to ensure convenience and comfort for its passengers.