Customer Support Software Featured Articles

Customer feedback is one of the keys to creating a truly successful customer support team. Feedback gathered by customer support software can shed light onto customer concerns and grievances, as well as services customers would like to see more of or see implemented. In this way, companies and their help desks can target specific services to improve and enhance support moving forward.

A U.K.-based ferry company called P&O Ferries recently announced that it has begun using the customer support software solution Feedback Ferret, in order to get deeper insights into the customer experience and better understand that customer scores it has been getting. These scores—for ferries that go from the U.K. to France and other countries in continental Europe—include Net Promoter Scores (NPS) and other metrics.

“Feedback Ferret has given P&O Ferries the meaning behind its NPS. We can now quickly and easily identify exactly what our customers are telling us to improve, and what we need to do more of,” said Jenny Lorimer, P&O Ferries customer services manager. “We now have a targeted program of projects with employees across the whole business using the insight to continuously improve the customer experience. Feedback Ferret's 'best practice' advice and support have been invaluable and I can't wait to see what we can achieve in conjunction with them in the future."

Feedback Ferret uses short surveys to get customer feedback that include text comments. The company employs sophisticated textual analysis to turn customer feedback into information that companies can use to make their products and services better.

The ferries not only carry passengers to and from the continent, but also freight as the ferries accommodate trucks. P&O also facing stiff competition from the low-fare airlines and the high-speed trains that have made the U.K. less isolated from its continental neighbors as Europe continues to unite commercially and politically. The route across the English channel to France is particularly valuable, as that’s where the ferries face the stiffest competition in terms of freight traffic from rail.

With the increased competition, ferry companies like P&O will want to take advantage of solutions that will allow them to offer good service to their customers. The company has an incentive to everything easier, including booking and the actual experience on board its ships.