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.
TUI needed to improve the customer feedback process as it was very labour intensive and they had a lack of real-time data.
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.
- 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 the influencing process and policy improvements elsewhere in the business with evidence.
Brochure: Bright Guide – the road to best in class customer service
The focus on improving customer experience has never been more critical. Knowing what your customers really think is important when exploring ways to improve the service you deliver to them.
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Video: Highlights: Bright’s House Warming Party
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White Paper: Transitioning to AI-enabled customer journeys
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Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.
Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.