British Airways Flies in the Right Direction with ForeSee Results
ANN ARBOR, Mich. (February 17, 2011) – ForeSee Results today announced that it will be working with British Airways to measure customer satisfaction and make improvements for www.britishairways.com.
“After a thorough investigation of our options for capturing voice-of-customer data in an actionable way, it became clear that ForeSee Results were the best solution to help us meet our goal of maximising our website’s utility and adding value for our customers,” said Nick Gassman, User Experience, Design and Insight Manager at British Airways.
“British Airways is committed to constantly improving the customer experience on ba.com to make the full range of on-site services easier and more intuitive to use. ForeSee Results will enable us to better understand how we can improve worldwide customer loyalty and repeat visits.”
ForeSee Results will apply its proven scientific methodology to help British Airways understand the current satisfaction of site visitors. This methodology will also determine what changes will have the greatest impact on key future behaviors, a credible metric of customer satisfaction that will be used in conjunction with ForeSee Results usability services to continuously measure both overall and distinct site visitor segments.
“British Airways is the UK’s largest scheduled airline and since its merger with Spanish carrier Iberia to form the International Airlines Group, it is now part of one of the world’s largest airline groups, so online booking is a critical component of its international success,” said Larry Freed, President and CEO of ForeSee Results. “The targeted changes that result from technology-driven customer feedback can make a big difference for even sites that are already effective and successful.”
About ForeSee Results
As the leader in customer satisfaction measurement, ForeSee Results captures and analyses voice of customer data to help organisations increase loyalty, recommendations and marketing value. Using a patented, scientific methodology developed at the University of Michigan, ForeSee Results identifies improvements across all channels and touch points that drive customer satisfaction. With over 58 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management around the globe for many international clients, including: Debenhams, Dixons/Curry’s (DSG, International) Aurora Fashions the National Trust and others in the United Kingdom. ForeSee Results can be found online at www.ForeSeeResults.com.
About British Airways
British Airways is one of the world’s leading global premium airlines, carrying 32 million passengers a year. It operates one of the most extensive international global networks and flies to more than 300 destinations worldwide. In addition to flights, customers can book holidays, hotels, flights, car hire and packaged experiences. Customers can save time and money with ba.com when booking ATOL protected holiday packages, ATOL number is 5985. Passengers are offered added peace of mind to their holiday plans and the security of travelling with British Airways. British Airways plc constantly seeks to exceed customers' expectations, both in terms of the value for money and quality of the service provided. Website: http://www.ba.com/