Reach New Heights Of Customer Service

BMI (British Midland International Airline) is the second largest airline at
London’s Heathrow, operating services in the UK, Europe, the Middle
East, Central Asia & Africa. As a company they are committed to
employing new technology which can further enhance their customer
experience.

They needed a way of checking that their customers were happy with
the service they received from their call centres. They now use
Rant & Rave to send those people who have recently spoken to one of
their agents an email asking them to rate their experience on a scale of
0-10 and to leave some additional comments explaining their reasons for
giving that score.

Rant & Rave analyses these comments and gives them a NPS
(Net Promoter Score). Decision makers are given an overview of
customer sentiment as well as the ability to drill down to individual
customer comments and to track trends over time. Since implementing
the service BMI have achieved a 15% response rate and have been
alerted to over 1,480 insights that they otherwise may not have been
aware of.