Our Work

Designing a Consistent, Customer-First Experience

Commercial Strategy2025Customer Experience Design
Traveler seated alone at an airport gate watching planes through the window

We partnered with a budget airline to elevate customer service across critical touchpoints. The goal was clear: improve NPS while building a lasting competitive advantage.

The challenge

Customer service delivery varied widely across channels, creating gaps between what customers expected and what they experienced. There was also no shared service vision or clear behavioral standards to guide teams.

What we did

We worked to redesign their customer service from the ground up by:

  1. Identifying the key drivers of customer satisfaction across different customer segments
  2. Uncovering operational barriers that prevented consistent, high‑quality service
  3. Defining a clear service vision and embedding it through training, management routines, and KPI integration

The impact

The airline achieved measurable improvements in NPS through a more systematic approach to customer service. Clear service behaviors and performance standards helped drive consistency across the organization.

In their words

Acumen’s work laid the foundation for our multi-year customer service redesign initiative that has led to measurable improvements in our passenger NPS. We have also engaged them in helping us define specific frontline behaviors that brings to life our customer-centric values. ​

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Chief Marketing and Customer Experience Officer​

From the engagement
Traveler seated alone at an airport gate watching planes through the windowTraveler seated alone at an airport gate watching planes through the windowTraveler seated alone at an airport gate watching planes through the window
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