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British Airways are renowned for their fantastic customer experience but wanted an intelligent feedback mechanism that would allow them to continually improve. It meant that they needed a flexible supplier with both outstanding technical capabilities and extensive worldwide coverage.

Background

British Airways are renowned for their fantastic customer experience. But in order to maintain such a high level of service, they needed an intelligent customer feedback mechanism that would allow them to listen to real people, interpret real events and delight customers by delivering tangible outcomes.

As an airline with a global customer base, they needed a supplier who could combine smart technology and international capabilities together to provide a world-class feedback system. After an extensive review period and a successful trial at the beginning of 2013, British Airways took the decision to partner with Maru/edr and our leading-edge SaaS technology to provide real-time customer feedback to help the airline continually improve.

Results

Intelligent technology provides quality customer feedback at the most appropriate stages of their journey

Up-to-date Maru/edr sourced insights guide weekly BA planning meetings

Full Voice of the Customer integration allows for real-time employee alerts, from ground control to cabin crew

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