TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice. The group includes travel agencies, hotels, airlines and cruise liners, with this empire making them the largest leisure, travel and tourism company in the world.

The Challenge

TUI needed to improve its contact centre Net Promoter Score (NPS) and increase customer feedback response rates. The customer feedback process was very labour intensive and a lack of real time data was affecting their ability to resolve customer issues and improve customer satisfaction. There was also confusion over which part of the business the customer's query had come from i.e. travel, weddings, cruises.

The Solution

Bright Navigator fundamentally changed the way they survey customers. Bright’s contact centre experts trained the team on how to use the system and how to interpret the results. TUI is now surveying customers every two hours. Agents, team leaders and management all have access to real time information to enable them to take immediate corrective action.

The Results

In just under 12 months, TUI improved contact centre NPS from 3.8 to 41.6. Customer Effort rose from 56% to 76%, General Satisfaction from 64% to 79%, Knowledge from 67% to 82% and Contact Resolution from 67% to 80%. TUI has the data to understand where to improve contact centre performance, and the contact centre is influencing process and policy improvements elsewhere in the business with evidence.


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