Feedback Ferret and P&O Ferries join to improve business
Feedback Ferret and P&O Ferries have joined together to help find out how the ferry company can improve customer satisfaction.
In customer feedback surveys, P&O Ferries were failing to identify what their customers felt needed improving to drive satisfaction with their services.
Feedback Ferret will be able to combine Net Promoter Scores (NPS) and future revenues of customers, which will provide a correlation between rating score and customer revenues, to help P&O Ferries determine what needs to be done to drive the best possible service.
Feedback Ferret offers analytical dashboards, which will be available across all business departments at P&O Ferries to help understand customers’ needs and help implement improvements to raise service standards, from booking travel to the actual journey on the ferries.
P&O Ferries’ customer service manager, Jenny Lorimer said: “Feedback Ferret has given P&O Ferries the meaning behind its NPS. We can now quickly and easily identify exactly what our customers are telling us to improve, and what we need to do more of. We now have a targeted programme of projects with employees across the whole business using the insight to continuously improve the customer experience. Feedback Ferret’s ‘best practice’ advice and support have been invaluable and I can’t wait to see what we can achieve in conjunction with them in the future.”
Feedback Ferret offers business solutions and analyses comments from customers, employees, opinions, letters and other textual data to help companies identify improvements that need to be made in order to make profit and drive consumer satisfaction.
Source: Travel Daily News