TUI UK & Ireland Implements Medallia to Expand Commitment to Customers

Medallia announced that TUI UK and Ireland has implemented a best-in-class customer experience program in its 600 retail stores. TUI UK is the largest holiday brand, delivering unique and modern holiday experiences for its customers every year. TUI UK uses Medallia to understand real-time customer feedback, which in turn helps to empower store managers by better understanding customer sentiment and to take quick action.

With an already high Net Promoter Score®, TUI UK understands that booking a holiday is a very special moment for its customers, and for this reason they sought a simple and intuitive system to roll out to all of its travel stores. Early results are positive as TUI UK has reported that it has seen a 30% increase in customer response rates. The company believes this success is due to the more accessible design by Medallia and by creating a strong first survey question. In addition, 93% of respondents leave feedback comments at the end of the survey, providing firsthand perspective on the customer experience.

Helen Caron, Distribution and Cruise Director for TUI UK and I said: “Partnering with Medallia has brought a positive change for our business giving us real-time insights on customer feedback, which enables us to make changes to enhance the experience for customers in our stores.”

“We’re so excited to use the Medallia Voices™ mobile app,” said Brian Pressey, Customer Experience Senior Leader at TUI UK. “I personally check the app multiple times a day, and we’ve introduced the app to all of our board directors and senior leaders within the organisation to ensure they’re always only a click away from the real voice of the customer.”

With this new program, TUI UK will reward and incentivize both store managers and travel advisors for positive customer feedback which it has been unable to do in the past.

“In the competitive market for holiday travel, TUI is a leader for delivering best-in-class customer service,” said Sean Farrington, VP of Medallia, Europe. “By implementing role-based dashboards for store managers, TUI can now continue to provide excellent service to travellers who are about to embark on their dream holiday.”

In addition, TUI will test potential features for new stores by using AskNow, which can run real-world tests on specific customer segments. AskNow can allow TUI to test and iterate, creating a culture of continuous improvement by validating customer reactions with real customer data.