We listen to what our customers want. We collect over five thousand survey responses per month at various stages of the customer journey and across multiple channels including web, mobile, phone and email.
We use this survey data to produce incredibly granular metrics – Customer Satisfaction Score (CSS), Net Promoter Score (NPS) and Customer Effort Score (CES). These metrics, along with more qualitative data, allow us to identify and definitively gauge the impact of the improvements we make.
A number of high level funtionality improvements to our customer impacting systems and applications have been scheduled for 2015, on topics as diverse as real time order tracking in online accounts to self serve options; confirming attendance to rescheduled events and resends/transfers of tickest to family and friends.
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For more information about this or any other topic email the sales team firstname.lastname@example.org