"By having a more efficient and robust way of collecting feedback, we've been able to measure our customer satisfaction more effectively."
by Rick Bedard, Director of Training Operations, FlightSafety International
FlightSafety International: Insight Into Training
FlightSafety International is the world's leading aviation training company. The company introduced a Voice of the Customer program to ensure that customer feedback could drive a program of continuous improvement.
FlightSafety had Outgrown its Original, Time-consuming Customer Satisfaction Program
The company needed to standardize its feedback program and create a more efficient and robust way to collect, analyze and share the Voice of the Customer. The new solution needed to be more effective internally, while increasing response rates and reducing response times.
Confirmit has Improved the Quality of Customer Feedback and Made Better use of Executives' Time.
- Standardization of feedback processes, reducing the need for program management.
- Defined workflows that enable speedy and effective follow-up where required.
- The ablity to track trends on a large scale to inform decision-making and drive change.
- A smoother, more user-friendly feedback process that has increased response rates to 40% while reducing response times dramatically.
Confirmit's Solution Provided:
- Alerts Management: Alerts are automatically routed to the team that is best suited to make improvements.
- Reporting Dashboards: Customized dashboards enable management to see both summary and detailed information relevant to their location.
- Integration: Confirmit is integrated with SAP to ensure immediate access to the information that users require.
- Robust, Reliable Platform: Confirmit's secure, scalable solution ensures that customers never find a survey is unavailable, maximizing engagement and customer insight.