easyjet trials instant customer feedback technology
Contributors are not employed, compensated or governed by TD, opinions and statements are from the contributor directly
Customer engagement specialist Rant & Rave has been selected by easyJet to capture real-time feedback from its growing customer base of more than 60 million people.
In an effort to better understand its customers, the airline is trialing Rant & Rave’s technology to invite their passengers to share their thoughts on their experience at critical points throughout their journey.
Using a combination of text messages and emails passengers will be invited to rate how ‘easy’ their experience was and then to share their reasons for that score.
In addition, visitors to Gatwick airport will be prompted to share their views whenever they feel the need by posters displayed at various touch-points across the terminal.
Because Rant & Rave’s Sentiment Analysis platform understands all comments instantly easyJet will be able to take immediate action, rectifying issues, and identifying training opportunities or areas of praise for staff.
The airline has initially signed up to a three-month trial agreement with Rant & Rave, with the option of an extension.
Dennis Fois, CEO of Rant & Rave, said: “We’re always looking to partner with innovative brands who are ready to shake up their industries and easyJet are no exception to this. They’re already recognised as pioneers in their space and we’re very excited to help them take their customer experience to the next level”.
Comments are closed.