TAP chooses MaritzCX for customer advocacy insight
High Wycombe, England – 26 January 2017 – MaritzCX, the world’s leading customer experience (CX) technology and services company, today announced it has been appointed by Portuguese airline operator TAP to implement its Net Promoter Score (NPS) programme with the ultimate aim of improved understanding of customer advocacy.
TAP’s network reaches more than 76 destinations across 30 countries and operates an average of more than 2,500 flights per week. With the appointment of MaritzCX, TAP will begin to centralise its online survey processes and implement formal regular transactional customer feedback analysis. This will sit at the beginning of the customer experience measurement journey, focusing on the booking, pre-flight, inflight and arrivals experience.
The surveys will be undertaken on a daily basis in Portuguese, English, French, German, Italian, Portuguese from Brazil and Spanish. MaritzCX will use over 40 different customer variables to trigger relevant questions relating to a specific flight, ensuring the survey is a highly personalised experience.
MaritzCX has also engineered a self-service tool to enable TAP to turn on and off additional questions to dive deeper into areas of the journey experience for richer insights. The company’s emphasis on verbatim feedback will also give TAP customers greater control and flexibility of input should they wish to recount their experiences in their own words. Real time dashboards are populated with rich information about each customer and about each flight to enable detailed analysis. Configured response alerts will escalate any issues that might arise in real time directly to the relevant employee, enabling him to react directly to the customer and to ensure a rapid response rate.
Paula Canada of TAP commented MaritzCX’s long-standing experience in the aviation and customer experience sector made the company the right choice for us. Our customised approach, with a large amount of prepopulated information, meant that Maritz had to adapt its type implementations with some expertise, never questioning our goals or dates of entry into production, even if the project management suffered from all the unforeseen events. MaritzCX’s platform allows us to receive detailed, timely feedback analytics about each customer and flight. From these results we are perfectly able to go forward and develop customer experiences’ strategy.”
“We are very excited to be working with TAP on a project such as this. The scale of TAP’s unique project and highly personalised approach signifies its dedication to developing valuable and reflective customer experience practices,” said Jeremy Griffiths, Business Services Director Europe at MaritzCX. “Customers’ experiences and needs differ throughout every market, but with our jointly-conceived approach, TAP is ensuring that it collates as much insight for each territory as it possibly can – we’re delighted to be an integral part of the success of this venture.”
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MaritzCX® software and services help organisations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value. With an unmatched combination of customer experience (CX) software, research science, vertical market expertise and managed programme services, MaritzCX ingrains CX intelligence and action systems into the DNA of business operations through its 12-point CXEvolution process. To take the complimentary CX assessment, visit http://www.maritzcx.co.uk/assessment. For more information about MaritzCX, visit www.maritzcx.co.uk.
Sarah Walker / Tamsin O’Neill
020 3824 9200