Travix revamps digital feedback programme with Mopinion

Travix International is an online travel company that operates in 35 different countries worldwide. With five major brands, including Budget Air, Cheaptickets.nl, Vliegwinkel.nl, Vayama and FlugLaden, and an extensive portfolio of 39 websites, Travix is growing rapidly. With nearly 3.5+ million passengers a year, Travix has a large number of online visitors on its websites each and every day.

How important is digital feedback to Travix?

Travix wants to elevate its focus on ‘Customer First’ to an even higher level. To do this, they will be taking a few big steps in 2017 in regards to measuring customer satisfaction..

This year we will implement Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Goal Completion Rate (GCR) measurements on all digital channels of our key markets. This will require robust feedback analytics software that will enable Travix to successfully collect, analyse and take action on customer feedback. We plan to set up a workflow in which feedback will be analysed in real-time and actions will be taken in a timely manner.

– Benjamin Groenewoud, Product Owner CRO, Travix International

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Why did you choose Mopinion?

“Our former customer feedback partner had a more ‘enjoy the tool’ approach. The tool itself was fine, but the service was not as proactive as we would have liked it to be. We quickly found that Mopinion distinguishes itself through its highly competitive and advanced feedback analytics software as well as proactive and professional guidance in areas such as:

• Which KPIs to use at each touchpoint in the customer journey;
• The questions in surveys;
• Visualisation of feedback data in custom dashboards; and
• Action management (In other words, how do you make sure all feedback is processed and monitored correctly?

Measuring online customer satisfaction in the right way is crucial for a good feedback programme. This holds true for visualising and analysing feedback data as well. And it is clear to see that Mopinion has years of experience as well as an effective and proactive approach that works well in our collaboration.”

What do you hope to achieve with our software?

“Our new feedback programme enables us to measure customer satisfaction worldwide in a way that fits perfectly with our proposition and internal processes. Feedback is now being collected worldwide as well as being analysed and acted upon immediately by the right persons. Using this approach, we are now in a better position to provide our customers with a top-notch experience in searching, booking and managing their flights.”