We empowered employees to deliver an exceptional customer experience
Customer verbatim improved from being 54% negative to over 80% positive.
NPS improved by over 60% in 12 months, from 22.0 to 58.9.
Customer ease increased from 68.6% to 84.4%.
We launched Red Funnel’s new brand vision… on water
In 2015, Red Funnel saw a dramatic 113% increase in compliments (an all-time high).
Complaints reduced by 16%
Passenger numbers increased by 16%
Class leaders on the road
Driving up the Mercedes-Benz customer experience
Improved from 26th to 3rd place in the JD Power Customer Survey
No.1 in automotive sector – ICS Customer Satisfaction Index 2010
No.1 in the New Car Buyers Survey 2010
Look who’s calling
Setting the benchmark for customer service delivery
First Time Call Resolution increased to 80%
Net Promoter Score increased by 29%
Launching a new brand experience
93% of Upper Class passengers rate check-in service as 'Excellent' or 'Good'
85% of Premium Ecomony passengers rate check-in service as 'Excellent' or 'Good'
92% of Economy Class passengers rate check-in service as 'Excellent' or 'Good' (a record high!)
Find your (very human) brand biologist
We’ve very deliberately built a strong team of experts, who are committed to finding the DNA in every brand and inspiring your people to bring it to life each day. Empower your people to deliver an outstanding customer experience that generates true brand loyalty.
Talk to us and we’ll find the right human to help you start your journey.