PRESS RELEASE: Rant & Rave has been selected by easyJet, Europe’s leading airline, to capture real-time feedback from its growing customer base of over 60 million people. In an effort to better understand what really matters to their customers, the airline have decided to trial the use of Rant & Rave’s technology to invite their passengers to share their thoughts on their experience at critical points throughout their journey.
Using a combination of text messages and emails passengers will be invited to rate how ‘easy’ their experience was and then to share their reasons for that score.
In addition, visitors to Gatwick airport will be prompted to share their views whenever they feel the need by posters displayed at various touch-points across the terminal.
Because Rant & Rave’s Sentiment Analysis platform understands all comments instantly easyJet will be able to take immediate action, rectifying issues, and identifying training opportunities or areas of praise for staff.
Though the airline has initially signed up to a three month trial agreement with Rant & Rave, both sides remain confident that the insight captured will lead them to a full roll out of the solution, across their estate.
Dennis Fois, CEO of Rant & Rave, said “We’re always looking to partner with innovative brands who are ready to shake up their industries and easyJet are no exception to this. They’re already recognised as pioneers in their space and we’re very excited to help them take their customer experience to the next level”.
Lis Blair, Head of CRM and Insight, easyJet said “At easyJet we’ve always listened very closely to the voice of our customers in order to improve their experience but the introduction of Rant & Rave’s real-time capability means we’ll be able to take action much more quickly. We’re looking forward to what the future holds.”