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.
Case Study: Which?: Evidence enables NPS to exceed target month on month with CSAT
Which? invested in Bright Navigator a few years ago and has integrated the customer survey solution so deeply that it is in the fabric of the organisation
Case Study: Slater Gordon Solutions Motor: Insight Delivers Award-Winning Improvements in CSAT, NPS and Customer Effort
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Video: Highlights: Bright’s House Warming Party
Bright, a Sabio company welcomes their clients and close contacts to the Blue Fin Building in Southwark on Monday 9th July 2018.
Case Study: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
Case Study: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Case Study: Addison Lee – The Heart of Customer Feedback
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.
Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies
The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.
Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level
Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.