About the Customer
TUI UK & Ireland is a UK-based travel operator and a subsidiary of TUI Group. The Thomson Travel Group was owned by the Thomson Corporation of Canada until it was floated on the London Stock Exchange in 1998.
Scope and Challenges
Medallia, Inc. in 2018 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.
The Company 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.
Outcome and Implications
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 a firsthand perspective on the customer experience.
“We’re so excited to use the Medallia Voices mobile app. “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 organization to ensure they’re always only a click away from the real voice of the customer, said Brian Pressey, Customer Experience Senior Leader at TUI UK.
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,” said Helen Caron, Distribution and Cruise Director for TUI UK.
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