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Delivering a successful Voice of the Passenger Programme – Top 10 Tips
Enhanced passenger satisfaction equals increased loyalty, a greater propensity to use and a higher tolerance when things go wrong.
Voice of the Customer Programmes, sometimes referred to as Customer Feedback Programmes, have the ultimate goal of ensuring the delivery of a great customer experience.
This can be achieved by understanding the needs, attitudes and experiences of your passengers through a programme of research which can measure, manage, as well as escalate and action passenger feedback.
We appreciate that delivering a successful Voice of the Passenger programme is a challenge. That’s why we’ve outlined our Top Ten Tips for developing, implementing and running them. They include:
- Smarter techniques to unlock insights from your data.
- Encompassing internet chatter.
- The importance of communicating custom reports throughout the organisation.
- Linking passenger feedback to key business metrics.
- How to make the passenger feedback part of the brand experience.
Download our Top 10 Tips to help you define the future success of your passenger experience programme.
Building a comprehensive Voice of the Customer Programme has many interconnected elements. Within this document we have outlined the 10 best practices for developing, implementing and running Voice of the Customer Programmes which will help define the future success of your passenger experience programme.
Their Voice, our Voice of the Passenger programme helps leading transport organisations achieve greater customer engagement, in turn improving their business performance.
If you’d like to know more please contact Steve King on +44 (0)1865 336 400