Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?
LOW-COST AIRLINE INCREASES NPS RESULTS BY UP TO +29 ACROSS VOICE AND CHAT CHANNELS
+29Voice channels NPS increased by +29
51%Airline promoters rose to 51%
+7Chat services NPS increased by +7
A low-cost airline operating an extensive domestic network.
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.
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:
Through the implementation of the CX program, the client achieved the following outcomes: