Feedback Ferret Helps Improve the Customer Experience of Thousands of Ferry Passengers

LONDON, Nov. 28, 2014 /PRNewswire/ -- Faced with a lack of insight into why their customers were giving the scores they were in their customer feedback surveys, P&O Ferries has turned to Feedback Ferret to help them unlock the reasons behind the scores.

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The world-renowned ferry company needed to understand what drives customer satisfaction scores and, by acting on the insight, drive rapid improvements in customer experience. This results in immediate impact on customer retention and advocacy which in turn delivers real improvements to profitability.

Linking customer-rating metrics, such as Net Promoter Scores (NPS) to actual future revenues of customers, provides the basis for robust ROI forecasts for this type of Voice of Customer programme. With a correlation between rating score and customer revenues, P&O Ferries is able to assess the financial benefit for improving those scores. By knowing the factors that have the biggest effect on customers' scores, the ferry company is in the enviable position of being able to prioritise the levers that need to be pulled that will have the greatest impact on future revenues. This knowledge enables the company to tackle the root cause of those problems, as well as addressing individual customers who mention them in their feedback.

Feedback Ferret's analytics dashboards gives all P&O Ferries business departments the opportunity to understand what drives customer satisfaction, so improvement plans can be quickly implemented to raise standards of customer experience throughout the lifecycle, from bookings to journeys on the ships.

Of the programme, P&O Ferries' Customer Services Manager, Jenny Lorimer says: "Feedback Ferret has given P&O Ferries the meaning behind its NPS. We can now quickly and easily identify exactly what our customers are telling us to improve, and what we need to do more of. We now have a targeted programme of projects with employees across the whole business using the insight to continuously improve the customer experience. Feedback Ferret's 'best practice' advice and support have been invaluable and I can't wait to see what we can achieve in conjunction with them in the future."

About Feedback Ferret
Feedback Ferret is a complete solution to gather, analyse, report and act on 'Voice of Customer' feedback to improve your Customer Experience. 

We gather 'Voice of Customer' feedback: Use the Ferret's short, simple surveys to generate higher response rates and better quality 'Voice of Customer' feedback. Let the Ferret gather and consolidate feedback from all your chosen feedback channels, or simply feed the Ferret with your existing 'Voice of Customer' data. 

We automatically analyse what customers say: The Ferret's high accuracy text analytics engine handles vast volumes of customer feedback allowing insights at multiple company levels. The Ferret's analytics engine filters vital feedback from chatter; keeping your finger on the pulse and focusing attention where it matters. 

We make it easy for you to use the insight to take actions and improve your business performance. Use the Ferret's tools to get the right information to the right people quickly to improve your customer experience and business performance. 

Feedback Ferret is based in Marlow in the UK, with offices in the USA and South Africa and a distributor in Poland. 

For more information visit http://www.feedbackferret.com or call: 
UK: Piers Alington, Managing Director, +44 (0)1628 681088 
South Africa: Jason Wilford, CEO, +27 (0) 11 251 1980
US: Kate Handley, VP Client Services, +1 (312) 291 4629 
Poland: Grzegorz Popek, SmartLife, +48 (509) 445 564

Press contact:

Nicola Douglas
Marketing Manager
+44 7720 931509
Email

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SOURCE Feedback Ferret

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http://www.feedbackferret.com