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Boosting customer satisfaction
How an airline's shift in customer feedback management led to sky-high success.
Client
- Client
Challenge- Solution
- Impact
- Conclusion
Client
A prominent airline headquartered in Hong Kong, operates globally, offering passenger and cargo services to numerous destinations. However, despite its widespread operations, they faced challenges in effectively managing customer feedback, particularly in measuring and enhancing the experience in their business and first-class lounges.
Challenge
They faced significant obstacles due to the absence of a robust customer feedback management system. This deficiency severely hindered the airline's capacity to promptly address customer concerns and enhance overall service quality. Specifically, they encountered the following challenges:
1
Absence of a proper feedback system for instant insights into customer experience: Without a reliable mechanism in place to collect and analyze customer feedback in real-time, the airline struggled to gain immediate insights into the passenger experience. This lack of timely feedback impeded the airline's ability to identify areas requiring improvement promptly.
2
Inability to measure the experience within business class and first-class lounges effectively: Their inability to accurately assess the quality of service and amenities within its premium lounges posed a significant challenge. Without robust measurement tools tailored to these exclusive areas, the airline found it difficult to gauge customer satisfaction accurately and implement targeted improvements.
Solution
To address these challenges, the airline swiftly implemented a comprehensive solution within a remarkably short timeframe of less than two weeks. The solution encompassed the following key components:
Their challenges included:
1
Deployment of survey kiosks equipped with tablets: The airline strategically placed survey kiosks equipped with tablets in lounges across major airports in Taiwan, Hong Kong, and the US. These kiosks provided passengers with a convenient and accessible platform to share their feedback on their lounge experience.
2
Introduction of an intuitive survey format: A user-friendly survey format was introduced, leveraging smiley ratings to encourage customer feedback. This approach simplified the feedback process for passengers, enabling them to express their sentiments effortlessly and effectively.
3
Establishment of an integrated dashboard: An integrated dashboard was established to aggregate feedback from lounges worldwide. This centralized system allowed the airline to consolidate feedback data from various locations, providing comprehensive insights into customer perceptions and preferences.
4
Implementation of a manager app for real-time alerts: To ensure timely response to customer feedback, a manager app was implemented. This app facilitated real-time alerts, directing negative feedback to respective managers for immediate action. By enabling swift intervention and resolution of customer concerns, this feature contributed to enhancing overall service quality and customer satisfaction.
Impact
The adoption of the Dropthought survey system yielded substantial improvements in the airline's feedback management process and overall customer experience:
1
Enabled real-time feedback collection: The implementation of the Dropthought survey system enabled the airline to collect feedback from passengers in real-time. This capability facilitated prompt interventions and allowed the airline to address emerging issues swiftly, thereby enhancing the overall responsiveness to customer needs and concerns.
2
Leveraged deep text analytics: By leveraging advanced text analytics capabilities, the airline was able to categorize and analyze feedback data effectively. This analytical approach enabled the identification of specific areas for improvement, such as staff service, food quality, and lounge amenities, based on passenger feedback. Consequently, the airline could prioritize and implement targeted interventions to address these areas proactively.
3
Addressed issues effectively: Armed with insights from the feedback collected, the airline successfully addressed a range of issues impacting the customer experience. Whether it was improving staff service standards, enhancing the quality of food offerings, or optimizing lounge amenities, the airline's proactive approach to addressing customer feedback led to tangible improvements across various aspects of the passenger journey.
4
Ensured consistent delivery of superior customer experience: Through the systematic collection and analysis of feedback data, the airline was able to ensure a consistent delivery of superior customer experience across its lounges worldwide. By addressing customer concerns promptly and continuously refining its service offerings based on feedback insights, the airline demonstrated its commitment to maintaining high standards of service excellence and customer satisfaction.
Conclusion
The airline’s collaboration with Dropthought initiated a significant shift in its customer feedback management strategy. In a brief period, the airline observed concrete enhancements in service quality and customer satisfaction. Through the utilization of real-time insights and actionable feedback, the airline effectively enhanced its lounge experience, showcasing its dedication to delivering exceptional service standards.
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