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
Slater Gordon Solutions Motor (SGSM) implemented Bright to do a baseline survey over two weeks before rolling it out out across the business.
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.
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
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.
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