Liverpool John Lennon Airport (LJLA) is among the first in the UK to utilise a tool on its Twitter account that measures customer feedback.
As one of the UK’s fastest growing Airports, LJLA holds firm to its strategic vision that Together we will create the airport our region loves and over the past 20 months has seen a full customer service transformation which has had the voice of the customer at the very heart of this work.
The internationally recognised customer metric Net Promoter formed the bed rock of the Airport’s recent investment strategy which has seen £2.5 million invested in new passenger facilities including toilets, car parks, flight information screens and technology, along with award winning staff training and development.
Twitter recently introduced Customer Feedback, a new tool that leverages Direct Messages to gather feedback in Net Promoter Score (NPS) format. In partnership with Sprout Social, a leading provider of social media management and customer care software, LJLA is one of the first companies in the UK to be able to incorporate the feature, which has only been implemented by a limited number of brands across the world.
Net Promoter Score is a management tool that can be used to gauge the loyalty of a firm's customer relationships and Twitter have incorporated NPS into their facilities to enable brands to monitor their customer service and customer satisfaction on the social platform more easily.
LJLA is delighted to be partnering with Twitter and Sprout Social as one of the first UK companies to integrate the Net Promoter tool within Twitter which is an essential customer communication channel used by LJLA (@lpl_airport) with over 30,000 followers on Twitter alone.
Sarah Barrett, Marketing Director for Liverpool John Lennon Airport who has lead the customer transformation for LJLA said, “I am a huge fan of Net Promoter, it’s such a simple metric which provides a clear focus and direction. It enables very quick understanding of how customers feel about their experience and what needs to be done to improve. I believe strong brands have to start with the customer, get the customer experience right and the rest will follow.
Patrick Cuttica, Product Marketing Manager, Sprout Social commented, "Sprout Social is pleased to work with Liverpool John Lennon Airport in being the first international airport to implement Customer Feedback on Twitter.
The airline industry is a compelling space for customer service on Twitter. Travellers are inherently mobile, they require efficiency in issue resolution and, specifically while in the airport, they cannot be bothered with traditional call centers or cumbersome feedback channels. Customer Feedback allows LJLA's social customer service team to capture direct feedback on distinct customer interactions in real-time, on mobile and in an unobtrusive manner.
By implementing Customer Feedback through Sprout Social, the LJLA team can aggregate feedback responses and analyse data across date ranges and sending agents.
We're proud to partner with LJLA to provide an enterprise social customer service platform with world-class tools that empower their team to communicate more effectively, resolve issues more efficiently and gather data to quantify their customer service efforts."