Leisure travel and sport

Global two-way SMS helps British Airways gather immediate post-flight feedback on customer satisfaction

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The background

British Airways is a leading global airline brand with significant commercial value. Erosion of the brand, through either a single or series of events, may adversely impact their leadership position with customers and ultimately affect future revenue and profitability.

 

Challenge

British airways wanted to update and improve its customer feedback system from the global monthly ‘Think Customer Survey’ and find a solution which would allow BA to survey customers as soon as possible post-flight.

Solution

SMS will now be used to collect feedback. Using a two-way SMS survey in over 40 countries worldwide, this solution provides an easy way for customers to feedback on services and grade their experience with messages sent automatically shortly after arrival. Download the case study to learn how COMAPI and dotmailer made it possible.