SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 79

Feedback Surveys Airlines Benchmark 79

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring. 4) Customer surveys have power.

Airlines 213

Airlines Customer Service Surveys Feedback 213

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 74

Surveys Airlines CRM Feedback 74

Customer Experience Matters

JANUARY 21, 2020

These reports are based on a survey of 10,000 U.S. Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. consumers and examine almost 300 companies over 20 industries.

Feedback 67

Feedback Airlines Banking Surveys 67

Stratifyd

MAY 14, 2019

The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. So, are airlines actually motivated by commitment to customers, or are they just focusing on the pricing competition to get more business? If so, you’re one of few.

Airlines 40

Airlines Entertainment Surveys Upselling 40

Beyond Philosophy

AUGUST 9, 2019

It can provide you feedback on moments in your experience that are or are not working. Every time I fly back and forth to England, they send me a survey. However, I never fill out the survey unless I had either a very good or very poor flight. This survey is an example of why VOC data measurement is flawed.

Airlines 262

Airlines Surveys Consulting Consulting 262

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 60

Surveys Airlines CRM Feedback 60

Interaction Metrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. You Can Have a Good Survey.

Surveys 62

Surveys Airlines Metrics Feedback 62

Interaction Metrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! You Can Have a Good Survey.

Surveys 62

Surveys Airlines Metrics Feedback 62

BetterXperience

DECEMBER 24, 2015

After spending most of my day in an airport because my fiends at Delta airlines thought I needed a 3-hour delay so I could enjoy some airport sushi. It did not surprise me that the next day I got a survey, they wanted my feedback! It started by acknowledging my delay, then the rest of the survey was in the vain of ‘Mrs.

Feedback 59

Feedback Airlines Surveys Customer Experience 59

VocalCom

APRIL 16, 2018

When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. For maximum engagement, your brand must modernize survey practices in a way that appeals to customers.

Surveys 48

Surveys Contact center software Airlines Feedback 48

Toister Performance Solutions

JANUARY 29, 2019

I then launched a survey to ask readers for their feedback on three cover options. The survey was up for just a few days and a 135 people responded. After all, more than half of all survey respondents picked that option. Fortunately, I also included a comment field in the survey. Option B (52%). Option C (20%).

Surveys 54

Surveys Airlines Accountability Feedback 54

Beyond Philosophy

DECEMBER 10, 2021

He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out.

Airlines 273

Airlines Metrics Accountability SaaS 273

Babelforce

MARCH 26, 2020

However, NPS and CES are also great ways to measure customer feedback. They are the most likely to buy more, be loyal for longer, refer family/friends to you, and provide useful feedback. Imagine you surveyed 100 customers. When to use CES in customer feedback. We all know the term CSat (customer satisfaction) , right?

Feedback 52

Feedback Customer effort Surveys B2C 52

Global Response

OCTOBER 2, 2023

Companies who have great customer service—think Zappos, Chewy, Southwest Airlines, and so on—tend to get great press online. Handling Online Reviews and Feedback Managing online reviews is another essential part of ORM, and one that call centers can help with as well.

Call Center 62

Call Center Management Airlines outsourcing 62

Global Response

JANUARY 9, 2023

For example, customer focus can include things like: doing customer research and surveys. using customer feedback to inform future product or service decisions. As you move toward a customer-focused mindset, it’s important to make sure you regularly measure feedback from your customers on their experiences. Southwest Airlines.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Toister Performance Solutions

APRIL 19, 2018

Think of airline baggage fees, hotel resort fees, and cable equipment rental fees. The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. You'd probably stop it immediately. It gets worse.

Surveys 48

Surveys Airlines Advertising Customer retention 48

NICE inContact

APRIL 6, 2018

Customer satisfaction (CSAT) surveys notoriously have a rather low participation rate. Most surveys fail to respect the customer’s time when required to hang on at the end of an interaction and then go through an unknown number of questions delivering no obvious benefit to the customer. Offer multiple channels for surveys.

Best practices 54

Best practices Surveys Airlines Banking 54

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. We utilized the Maru experience and insights platform to instantly access recent air travelers who have used the airport or airline lounges during their journey. Capturing response time from surveys unlocks new insights and more data points. Learn more

Airlines 52

Airlines Surveys Feedback Marketing 52

ShepHyken

JANUARY 22, 2018

The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. But how valuable is it really? What drives a positive experience is applicable to any industry. The Expectation Economy by Trendwatching.

Customer Service 225

Customer Service Wireless Chatbots Airlines 225

Nicereply

OCTOBER 24, 2023

What we also did was set up real-time feedback channels. Southwest Airlines has set itself apart in the competitive airline industry through its commitment to customer experience. Whether it’s about a product update, a delay in delivery, or simply acknowledging feedback, clear and timely communication reinforces trust.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Situation : Your latest employee survey reveals a decline of trust in leadership. Negative customer reviews or feedback. Situation : A top goal for 2018 is hiring key talent.

Airlines 204

Airlines Morale Benchmark Marketing 204

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? For example, in the airline industry, customers with the highest CLV are frequent fliers. Each relationship and each interaction provide touchpoints for VoC feedback in B2B.

B2C 122

B2C B2B Real estate Airlines 122

Satrix Solutions

SEPTEMBER 18, 2018

What’s more, insights the survey uncovers can be used to develop strategies to improve employee loyalty. Like the traditional the Net Promoter Score system , the eNPS survey measures a person’s likelihood to recommend your company as a place to work and offers insight into the factors impacting the employee experience.

Airlines 74

Airlines Construction Surveys Benchmark 74

Quiq

JANUARY 18, 2023

Let’s say, for example, you own an airline with a great reward program. Collect feedback for even more improvement. Businesses shouldn’t underestimate the power of feedback. Yet, the biggest roadblock to collecting feedback is distributing the survey at the moment when it counts. Take the Leap with Quiq.

Chatbots 64

Chatbots Customer Service Airlines Surveys 64

CSM Magazine

DECEMBER 13, 2023

For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers. The use of customer feedback, surveys, and social listening is now essential for businesses to understand and improve upon the overall experience they provide.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

Bill Quiseng

JUNE 19, 2017

The American Customer Satisfaction Index found that the response rates for electronic surveys were averaging between 5% and 15%. So if surveys are your only source of feedback, then at the most, you personally know 15% of all your customers’ angst. What can I do for you?

Customer Service 139

Customer Service Management Employee engagement Airlines 139

ProProfs Blog

DECEMBER 27, 2018

Survey tool integration is another benefit of help desk software that you come across at the time of ProProfs Help Desk review. The customer service tool is integrated with survey maker to capture real-time customer feedback. Imagine you are an airline company and your customers are rapidly moving away to your competitors.

SaaS 109

SaaS Airlines Customer retention Finance 109

Fonolo

JULY 5, 2023

Communicate better internally This is an often-overlooked key issue for bigger, complex businesses such as airlines. We have much more detailed information about surveying later in this blog. Then, look for opportunities in your customer journey to ask simple questions that give you contextual feedback.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

ProProfs Blog

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. ProProfs Help Desk is there for you.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Hello Customer

JUNE 5, 2023

Good news because you can influence that perception by making improvements and showing your customers that you are doing something with their feedback. A great example Bloem cited in her keynote is the airline Emirates. You get those insights from feedback. Bloem answered them as well and filled out the feedback form afterwards.

Customer Experience 52

Customer Experience Airlines Customer centricity Journey mapping 52

GetFeedback

JULY 19, 2019

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

Airlines 123

Airlines Benchmark Surveys B2C 123

Quiq

SEPTEMBER 14, 2022

In one study published in the Harvard Business Review , customers who received responses on Twitter from airline and wireless customer service teams saw Net Promoter Score® increases of 37 and 59 points, respectively—a big jump considering NPS® only has a range from -100 to 100. For airlines, you can see the difference in dollars.

Airlines 52

Airlines Wireless Surveys Feedback 52

Quiq

FEBRUARY 3, 2023

Whether a hotel, airline, car rental company or experience provider, you can provide superior service to your customers without overworking your support team. Airlines and car rental companies also dropped 1.3% After an excursion : Send a survey to collect feedback and give customers an outlet for their positive or negative feedback.

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

GetFeedback

APRIL 8, 2019

See below an example of an NPS survey created with GetFeedback. . Most of the time, the math is done for you by the customer feedback solution. Asking customers to participate in an NPS survey and computing the statistics is just part of the equation. Ask for qualitative customer feedback. Act on the customer feedback.

Benchmark 98

Benchmark Feedback Surveys Metrics 98