ProProfs Blog

SEPTEMBER 17, 2021

Imagine asking the above questions in a market research survey. The above survey questions fall in the category of leading questions and loaded questions. Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more.

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Surveys Airlines Customer Service Accountability 78

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.

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Feedback Surveys Airlines Benchmark 79

Beyond Philosophy

AUGUST 9, 2019

It can provide you feedback on moments in your experience that are or are not working. Let me give you an example. 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. I fly on Delta a lot.

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Airlines Surveys Consulting Consulting 262

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Why the average customer satisfaction survey doesn’t work. If you’ve ever taken a customer satisfaction survey, odds are it looked something like this: . What do you think about us?

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Surveys CRM Feedback Best practices 102

REVE Chat Blog

FEBRUARY 5, 2020

An example of poor customer service not only worsens the existing customer relationships but also endangers the potential opportunities, and obviously erodes the bottom line of your business. Valuing customers time and feedback. Top reasons for bad customer service examples (and how to fix them). Bad customer service example .

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Customer Service Scripts Airlines Chatbots 93

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.

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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.

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Surveys Airlines Metrics Feedback 62

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

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Surveys Airlines Feedback Analytics 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. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market.

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Airlines Metrics Accountability SaaS 273

Beyond Philosophy

JUNE 9, 2015

They still approach their airline with an internal focus. For example, earlier this month on a flight from Spain to London, the airplane took off without any toilet paper ! Here are some other examples: They still have fees, for everything. Hiking fees and ignoring feedback are not an excellent start for this journey.

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Airlines B2C Surveys B2B 344

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

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Surveys Airlines Feedback Analytics 48

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. and more!

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Airlines Customer centricity Feedback Metrics 62

Global Response

OCTOBER 2, 2023

For example: 60% of US consumers said they’d stop doing business with a company they saw as untrustworthy. Companies who have great customer service—think Zappos, Chewy, Southwest Airlines, and so on—tend to get great press online. Brand reputation, especially online, plays a significant role in all of these areas.

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Call Center Management Airlines outsourcing 62

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.

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Surveys Contact center software Airlines Feedback 48

CSM Magazine

NOVEMBER 1, 2022

Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money. Unstructured feedback will gain importance for understanding consumer’s changing needs.

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Airlines Wait times Feedback Metrics 98

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

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Airlines Surveys Feedback Marketing 52

Netomi

MARCH 27, 2022

For example, after a first purchase, prior to the renewal or following customer support interactions. For example, if you spring for a first-class ticket on a flight, you are going to expect more personal and proactive service from flight attendants. CSAT is often measured by completing customer satisfaction surveys. Satisfied

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Airlines Benchmark Surveys Customer Support 93

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. For me, real life examples are the best place for inspiration. But how valuable is it really? I hope you’ll learn from them.

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Customer Service Wireless Chatbots Airlines 224

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

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Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

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Customer Experience Airlines Metrics Feedback 83

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.

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Surveys Airlines Advertising Customer retention 48

Nicereply

OCTOBER 24, 2023

The following example vividly demonstrates how a focus on customer experience can catalyze the rapid expansion of a business: Holger Sindbaek, who runs the gaming platform, World of Card Games , explains, “In the crowded world of online gaming, standing out is a challenge. What we also did was set up real-time feedback channels.

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Customer Experience Feedback Airlines Analytics 59

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.

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Best practices Surveys Airlines Banking 54

CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both. How do I use relationship surveys?

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Surveys B2C B2B Airlines 75

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). Leaders cannot “set it and forget it” and pass this off to Communications or HR departments; leaders must set the example. Negative customer reviews or feedback. Distrust of leadership.

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Airlines Morale Benchmark Marketing 204

Quiq

JANUARY 18, 2023

Let’s say, for example, you own an airline with a great reward program. In our above example, the reward bot was able to recognize platinum rewards members so they could get the perks that came with their membership. The simplest example is when a bot greets customers and asks, “What can I help you with today?”

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Chatbots Customer Service Airlines Surveys 64

JivoChat

APRIL 1, 2021

For example, if someone is on vacation or there is a delay in an order. Leaving customers to wait for feedback or a follow-up could potentially be damaging to a business. When you get customer feedback and apply or respond to them, the customer feels invested in your brand. 14 Examples of Automatic Reply Messages (By Channel).

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Chatbots Personalization Best practices Multichannel 52

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.

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B2C B2B Real estate Airlines 122

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.

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Customer Service Self service Airlines Chatbots 52

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.

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Surveys Brand ambassadors Sales Upselling 104

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.

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Airlines Construction Surveys Benchmark 74

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. If you use GetFeedback, for example, we provide a visual histogram like this one that computes your overall NPS score: What is a good NPS score? . Act on the customer feedback.

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Benchmark Feedback Surveys Metrics 98

ProProfs Blog

JANUARY 17, 2020

Let’s take an example. Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . This is one of the biggest examples to date that emphasizes on the importance of customer service recovery. . Negative Customer Feedback. Feedback for everything is crucial.

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Customer Service Feedback Surveys Customer Support 146

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. airline, which has a more than a four-decade record of leading the U.S.

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Journey mapping Airlines Feedback Customer Experience 88

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.

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Airlines Benchmark Surveys B2C 123

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% For example, if a customer is stuck on the booking page, maybe they have a question about the cancellation policy.

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Customer Service Chatbots Airlines Feedback 80

ProProfs Blog

AUGUST 28, 2020

For example , a friend always likes to purchase groceries from Amazon. New technologies like live chat, knowledge base and ticketing systems are just a few examples of this technological era. Hyken expresses how such incidents lower “our expectations of airlines.” For this, first, capture customer feedback.

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Self service Feedback Airlines Metrics 157