CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. Most consumers say No.

CCNG 195

CCNG Airlines Surveys Feedback 195

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 240

Customer Service Wireless Chatbots Airlines 240

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In my example, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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: . A better way to ask for customer feedback.

Surveys 102

Surveys CRM Feedback Airlines 102

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 216

Airlines Morale Benchmark Marketing 216

ShepHyken

OCTOBER 20, 2024

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. My Comment: We continue to learn from some of the best and most recognized brands.

Customer Service 203

Customer Service Customer centricity Entertainment Airlines 203

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

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

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

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 98

Surveys Feedback Customer Support Wireless 98

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

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

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

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

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

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

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62

Surveys Airlines Benchmark Feedback 62

ProProfs Blog

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Collect Customer Feedback : Your customers are your best advisors.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

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?

Surveys 75

Surveys B2C B2B Airlines 75

ProProfs Blog

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . Negative Customer Feedback. Complaints are different than receiving negative customer feedback. Asking for feedback helps reduce this number. Feedback for everything is crucial.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

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.

Surveys 78

Surveys Airlines Customer Service Accountability 78

ProProfs Blog

AUGUST 28, 2020

In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines. Hyken expresses how such incidents lower “our expectations of airlines.” For this, first, capture customer feedback. Act on Your Customer’s Feedback. Let’s check them out!

Self service 157

Self service Feedback Airlines Metrics 157

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. 5, while airlines All Nippon Airways and Singapore Airlines secured the No.

Surveys 52

Surveys Airlines Customer Service Transportation 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

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

ProProfs Blog

JUNE 19, 2020

Net Promoter Score is primarily obtained through surveys. A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely). For easy scheduling and management of recurring surveys, c ompanies are actively using the best net promoter score survey software.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

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

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. By making sure trends in consumer feedback are understood at every level in your organization, employees in the field and the contact center can provide thoughtful, seamless experiences.

Airlines 40

Airlines Benchmark Feedback Contact Center 40

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. By making sure trends in consumer feedback are understood at every level in your organization, employees in the field and the contact center can provide thoughtful, seamless experiences.

Airlines 40

Airlines Benchmark Feedback Contact Center 40

Interaction Metrics

NOVEMBER 3, 2023

As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course, I’m talking about the word “surveys”. Surveys have become a ubiquitous aspect of customer interactions, and customers are exhausted. Please take our survey!” Is it any surprise surveys have a bad name?

Surveys 62

Surveys Feedback Airlines Metrics 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

Nicereply

SEPTEMBER 2, 2020

A great example of this has been demonstrated by United Airlines. You might recall the recent bad customer service of United Airlines and how that’s affected them (hint: customers and employees are not happy). The Feedback of Customer Satisfaction. Many companies do regular customer satisfaction surveys once or twice a year.

Airlines 126

Airlines Morale B2C Feedback 126

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.

Airlines 98

Airlines Wait times Feedback Metrics 98

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.”

Surveys 54

Surveys Airlines Feedback Analytics 54

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

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

ProProfs Blog

DECEMBER 21, 2020

Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand. How about adding an exit survey that pops up when a customer is about to abandon your website? Feedback and suggestions. Surveys work well in this scenario.

Surveys 148

Surveys Benchmark Feedback Sales 148