Feb 07, 2022
No image
Ongoing
Secret Passenger
$75,000+
more 1 year
Russia
10+
Service categories
Service Lines
Software Development
Mobile Development
Domain focus
Transportation & Logistics
Challenge
Сollect feedback on the quality of services at all stages of travel. Speed up collecting customers feedback surveys and minimize manual work with the incoming data. Involve passengers in the processes of improving the quality of airline services.
Сollect feedback on the quality of services at all stages of travel. Speed up collecting customers feedback surveys and minimize manual work with the incoming data. Involve passengers in the processes of improving the quality of airline services.
Solution
TE team developed a mobile app used by the S7 passengers and a portal for the customer care department. It provides everything a company needs to conduct feedback surveys.
Users able to assess the level of service at each stage of the trip: from arrival at the airport and check-in to saying goodbye to the crew at the exit from the plane. When the booking starts, the passenger is offered to evaluate the work of the staff at the airport counters, and when boarding, questions about the service on board appear on the screen, and so on. As a reward, they receive bonuses or a promo code for a discount on tickets.
On the S7 side, employees can view the entire flow of incoming customer feedback data, see the flights with low ratings, generate claims for the responsible employees.
TE team developed a mobile app used by the S7 passengers and a portal for the customer care department. It provides everything a company needs to conduct feedback surveys.
Users able to assess the level of service at each stage of the trip: from arrival at the airport and check-in to saying goodbye to the crew at the exit from the plane. When the booking starts, the passenger is offered to evaluate the work of the staff at the airport counters, and when boarding, questions about the service on board appear on the screen, and so on. As a reward, they receive bonuses or a promo code for a discount on tickets.
On the S7 side, employees can view the entire flow of incoming customer feedback data, see the flights with low ratings, generate claims for the responsible employees.
Results
Immediate feedback.
The company is able to process customer feedback the very next day after the receipt of the review.
Reliable source of verified data. In 3 years the passengers have filled out more than 90,000 reports. Even in pandemic conditions S7 receives up to 10,000 reports per month.
Personal care. The airline passengers feel personally involved in service assessment and receive financial incentive for this work.
Immediate feedback.
The company is able to process customer feedback the very next day after the receipt of the review.
Reliable source of verified data. In 3 years the passengers have filled out more than 90,000 reports. Even in pandemic conditions S7 receives up to 10,000 reports per month.
Personal care. The airline passengers feel personally involved in service assessment and receive financial incentive for this work.