Leading airline increases NPS results by up to +29 across voice and chat channels
+29
Voice channels NPS increased by +29
51%
Airline promoters rose to 51%
+7
Chat services NPS increased by +7
The client
A leading airline operating an extensive domestic network.
The challenge
The airline was facing intense competition in the industry and external factors such as weather events were beginning to negatively impact their net promoter score (NPS) and customer experience (CX) metrics across voice and chat services.
The solution
Probe CX developed a clear and comprehensive program that focused on controllable customer experience elements and ensured a cross-functional approach involving all areas of the business. The key steps taken by Probe CX included:
- Customer service workshops to identify failure points and gaps in existing processes by analysing customer feedback, agent input and process data.
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An assessment of the airline's recruitment practices led to the modification of the recruitment profile, competency standards and screening processes to emphasise customer experience skills and attributes.
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A training needs analysis led to adjustments in the trainee knowledge base to support new recruits in delivering excellent service.
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Monthly reward and recognition huddles were implemented engaging agents and teams at an individual and collective level.
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For chat services, a post-interaction survey was conducted immediately after each chat session.
- For voice services, a post-call survey was distributed to voice customers seven days after the interaction.
The result
Through the implementation of the CX program, the client achieved the following outcomes:
For voice services, NPS increased from a negative result of -13 to a positive result of +16.
For chat services, NPS saw an improvement, with the score increasing from +22.
The program led to a significant increase in the number of customers promoting the airline, rising from 36% to 51%.
