The system uses Tableau Software to deliver the resulting visual intelligence.
"When considering their options, Haynes and his team trialled a system from Fizzback, a UK start-up that was acquired by Israeli software vendor NICE Systems last year, which allowed them to collect customer feedback via text message. Passengers are texted a short, two-question survey – how was the experience, and would they recommend it to a friend – and are invited to add any additional comments in the text. After a three-month trial and five months of planning, Eurostar adopted the Fizzback system. Now, each morning, a long list of customers who shared their mobile phone numbers is sent to Fizzback, which randomly picks 1500 to survey. Haynes says he gets about 150 responses every day.... "
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