TUI – Improving customer experience during a major business transition

TUI Group is a multinational travel and tourism company, encompassing well-known travel brands, Thomson and First Choice. The group includes travel agencies, hotels, airlines and cruise liners. This makes the empire the largest leisure, travel and tourism company in the world.

The Challenge

TUI needed to improve the customer feedback process as it was very labour intensive and they had a lack of real-time data.

The Solution

Bright’s contact centre experts trained the team on how to use the Bright Navigator system and how to interpret the results. TUI is now surveying customers every two hours.

The Results

• In just under 12 months, TUI improved contact centre NPS from 3.8 to 41.6.
• Customer Effort rose from 56% to 76%, General Satisfaction from 64% to 79%
• Knowledge from 67% to 82% and Contact Resolution from 67% to 80%
• TUI has the data to understand where to improve contact centre performance. The contact centre is influencing process and policy improvements elsewhere in the business with evidence.