All Nippon Airways (ANA) chooses Qualtrics to drive customer experience improvements

Qualtrics will enable ANA to gather a wide range of feedback from customers and share it throughout the organisation in a timely manner

Qualtrics, the leader in experience management, announced that it has been appointed by All Nippon Airways (ANA) to provide its cloud-based Experience Management Platform™ to help improve the airline’s customer experience. With Qualtrics, ANA will be able to gain more precise and timely analysis, provide feedback to divisions and field staff members, and take actions based on real-time feedback.

ANA is the largest airline in Japan, servicing approximately 53.8 million customers annually for domestic and international travel. ANA is the only Japanese airline to receive the highest five-star rating for six consecutive years from SKYTRAX Inc. It has also been awarded 2018 Competitive Information Technology (IT) Company by Japan’s Ministry of Economy, Trade and Industry and the Tokyo Stock Exchange.

Before implementing Qualtrics, ANA traditionally collected customer feedback via questionnaires. However, the information wasn’t timely or accurate enough, and ANA needed a way to share feedback more effectively throughout the company.

ANA chose the Qualtrics Experience Management Platform™ due to its ability to gather data on a wide range of topics from customers and deliver insights to managers so they can take the necessary actions to improve the customer experience.

Hironobu Kondo, Director, CS Promotion CS & Products Services, ANA, said, “We have determined that the Qualtrics Customer Experience Solution will be a powerful solution for achieving the ideal closed loop cycle for ANA’s customer satisfaction improvement so we decided to adopt it. By utilising the customer experience (CX) program in the future and by using and accumulating knowledge, ANA will be able to develop better measurements to accurately understand customer demands and satisfaction.”

Bill McMurray, Managing Director, Asia Pacific and Japan, Qualtrics, said, “Qualtrics is driving a paradigm shift in the way that organisations can capture and react in real-time to customer feedback.”

“We provide the balance of full-function capability, with a scalable and easy-to-use customer experience management platform. This enables an organisation to have a flexible and agile program where the company can start small, implement that, learn and iterate and then grow the program out in terms of capabilities/customer touchpoints and scale.”

“Organisations can then take action and respond to customers in real-time to turn what was a negative or OK experience into an exceptional experience, and ultimately convert them into life-long customers.”

“It’s great to see that ANA, like many of our other customers, are able to improve their customer experience programs with Qualtrics.”

About All Nippon Airways

ANA was founded in 1952 with two helicopters and has become the largest airline in Japan, as well as one of the most significant airlines in Asia, operating 85 international routes and 119 domestic routes. ANA offers a unique dual hub model which enables passengers to travel to Tokyo and connect through the two airports in the metropolitan Tokyo, Narita and Haneda, to various destinations throughout Japan, and also offers same day connections between various North American, Asian, and Chinese cities.

ANA has been a member of Star Alliance since 1999 and has joint venture partnerships with United Airlines, Lufthansa German Airlines, Swiss International Airlines and Austrian Airlines.

Besides the full service and award winner carrier ANA, the ANA Group has two LCCs as consolidated subsidiaries, Vanilla Air Inc. and Peach Aviation Limited. The ANA Group carried 53.8 million passengers in FY2017, has approximately 39,000 employees and a fleet of 260 aircraft. ANA is a proud launch customer and the biggest operator of the Boeing 787 Dreamliner.

About Qualtrics

Qualtrics is a single system of record for all experience data, also called X-data™, allowing organisations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics. To learn more, and for a free account, please visit, or connect on Twitter, Facebook or LinkedIn.