Dynamic feedback solution delivers customer insights at strategic touchpoints

A global leader in the travel industry faced challenges with their existing customer feedback system. It was hard-coded, limiting flexibility and making it difficult to update surveys or collect targeted feedback. The company needed a more dynamic solution to gather customer insights efficiently and accurately.

The Challenge

The travel company’s feedback system gathered information on customer experiences during various stages: after purchasing through the website, accessing customer services, and post-travel experiences. However, the rigid system prevented quick adjustments to surveys, hindering their ability to run specific studies or promotions.

The Solution

e-Core developed a comprehensive solution that maintained a set of editable surveys, which could be updated and launched based on specific triggers. The new system allowed the company to send tailored surveys based on customer actions, such as after purchasing a flight or booking a hotel. This configuration provided greater maneuverability and precision in gathering customer feedback.

Results

• Improved flexibility and responsiveness in survey updates
• Enhanced ability to gather targeted customer feedback
• Greater precision in understanding customer insights
• Robust integration with company systems for data analytics and web display
• Increased customer satisfaction through visible and actionable feedback