Keeping Customer Satisfaction Levels Flying High

  • Built a solution using QVSource to analyze social media trends and topics to quickly evaluate and respond to customers' experiences to sustain its high satisfaction levels.

Rated as one of the top airports for customer satisfaction by J.D. Power and Associates, IAA sought technology solutions to help it sustain its high satisfaction levels. One way IAA wanted to further understand the voice of its customers was to make sense of social media data.

Using QVSource, Analytics8 pulled data from Facebook, Twitter, and Klout into QlikView. The solution feeds information from the various online channels into QlikView in real time. This allows IAA to analyze trends and topics in social media, and quickly evaluate the sentiment of social media conversations. The solution includes alerts that identify both positive and negative customer comments giving IAA the power and prerogative to respond.

IAA can quickly analyze the impact of social media comments, both good and bad, and respond to both positive and negative customer reactions. The organization can also recognize trends to help it shape marketing campaigns and customer policy. For example, IAA quickly moved from paid Wi-Fi in its airports, to free Wi-Fi but with advertising, to entirely free Wi-Fi (and happier customers) after tracking customer complaints and frustrations over a short window of time.

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