SSP, the largest owner, operator and franchisee of food, beverage and other concessions at major travel hubs, are inviting customers to feed back on their experiences, ideas and questions in real time using eDigitalResearch’s Customer Experience Management solution eCustomerConnect.
Feedback from customers automatically triggers an alert to SSP UK’s customer experience team who work with managers across the business to resolve any issue. Positive comments, suggestions and ideas are shared amongst team members, helping to boost engagement.
Bob Di Giuseppe, director of operational excellence at SSP UK, said: “We now have even more information on what our customers are telling us and can respond with one voice. The involvement from customers has been fantastic. We’re currently seeing around 250 responses every day, with almost half (47%) taking part in the feedback process from their mobile or tablet device.”