John Lennon Airport is among the first in the UK to utilise a tool on its Twitter account that measures customer feedback.
Over the past 20 months, one of the country’s fastest-growing airports has seen a full customer service transformation which has had the voice of the customer at the very heart of this work.
The customer metric Net Promoter formed the bed rock of JLA’s recent investment strategy which has seen £2.5 million invested in new passenger facilities including toilets, car parks, flight information screens and technology, along with staff training and development.
Twitter recently introduced Customer Feedback, a new tool that leverages Direct Messages to gather feedback in Net Promoter Score (NPS) format.
In partnership with Sprout Social, a leading provider of social media management and customer care software, LJLA is one of the first companies in the UK to be able to incorporate the feature, which has only been implemented by a limited number of brands across the world.
Net Promoter Score is a management tool that can be used to gauge the loyalty of a firm’s customer relationships and Twitter have incorporated NPS into their facilities to enable brands to monitor their customer service and customer satisfaction on the social platform more easily.
LJLA is partnering with Twitter and Sprout Social as one of the first UK companies to integrate the Net Promoter tool within Twitter which is an essential customer communication channel used by LJLA with over 30,000 followers on Twitter alone.
Sarah Barrett, Marketing Director for Liverpool John Lennon Airport, said: “I am a huge fan of Net Promoter, it’s such a simple metric which provides a clear focus and direction.
“It enables very quick understanding of how customers feel about their experience and what needs to be done to improve. I believe strong brands have to start with the customer, get the customer experience right and the rest will follow.”