Connecting Customers with the Business

A programme which drives better customer experiences.

British Airways came to Maru/edr with a challenge and that challenge was to get real, specific feedback from customers about what they can see and feel at a specific moment in the customer journey. They needed a programme which drives better customer experiences and runs with real time feedback to the ground staff of BA.

This is when British Airways Pulse was born, but what is BA Pulse? It is an in the moment survey to gather customer feedback and mechanisms to act upon that feedback.

The three core areas of influence of Pulse are: Supporting operational teams, enriching internal communications and informing strategic decision making.

View Maru/edr’s video detailing the British Airways Pulse Programme to understand what it takes to connect customers with the business.

Download the Presentation here:


© Maru/edr 2016