Virgin Trains: Big (customer feedback) data on a real-time awesometer
Agency: itg Creator
To deliver live 'Voice of the Customer' to the fingertips of the organisation. Through the collection and collation of customer sentiment, the challenge was to provide an analytical portal of real-time passenger feedback, and improve customer experience and increase customer satisfaction.
Strategy
The campaign created a first in UK travel: the ability to survey public transport customers through multi-channel marketing automation.
The result was the creation of vast sums of 'Big' data visualisation, giving control to Virgin Trains staff and management, and overcoming technical challenges from collation...