{"id":14575,"date":"2018-10-05T18:12:41","date_gmt":"2018-10-05T18:12:41","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=14575"},"modified":"2018-10-05T18:20:30","modified_gmt":"2018-10-05T18:20:30","slug":"airlines-digital-customer-service-research-revealed","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/airlines-digital-customer-service-research-revealed\/","title":{"rendered":"Airlines\u2019 Digital Customer Service Research Revealed"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-14585\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2018\/10\/ba-app-2.jpg\" alt=\"Airline passenger using app at airport\" width=\"598\" height=\"399\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2018\/10\/ba-app-2.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2018\/10\/ba-app-2-300x200.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can\u00a0drive consumer satisfaction through customer service.<\/strong><\/p>\n<p>The survey asked British airline passengers what they currently think of the digital\u00a0flight experience and how much more personalised they would like real-time digital\u00a0services to become.<\/p>\n<p><strong>Some of the key findings are:<\/strong><\/p>\n<ul>\n<li>Airlines&#8217; digital service apps are popular<\/li>\n<li>Nearly a third (28 percent) of all Britons who fly use an airline app and<br \/>\nrank it as the most helpful service (91 percent)<\/li>\n<li>Nearly one in four (23 percent) of Brits who fly regard digital apps as an<br \/>\nessential part of how they like to fly<\/li>\n<li>Personalisation of digital services seems popular<\/li>\n<li>When asked what personalised services would keep them flying with an<br \/>\nairline, 65 percent of customers said immediate alerts about where their<br \/>\nluggage is<\/li>\n<li>43 percent said personalised offers based on past and current travels and<br \/>\nknowing their personal interests<\/li>\n<li>However, while passengers like personalised services, they remain resistant or\u00a0sceptical about providing more personal data to airlines to deliver these services<\/li>\n<li>On whether they would allow access to more personal data so they got a more\u00a0personalised service when they flew the majority disagreed (73 percent)<\/li>\n<li>Customers also regard digital apps as more about saving money for the<br \/>\nairlines than making their journeys more pleasurable (42 percent)<\/li>\n<\/ul>\n<p>Commenting on this, Robin Collyer, Senior Director, Marketing &amp; Decisioning,<br \/>\nPegasystems said:<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-14581\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2018\/10\/Robin-Collyer.jpg\" alt=\"Robin Collyer, Pegasystems\" width=\"200\" height=\"200\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2018\/10\/Robin-Collyer.jpg 200w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2018\/10\/Robin-Collyer-100x100.jpg 100w\" sizes=\"(max-width: 200px) 100vw, 200px\" \/>&#8220;Passengers are embracing digital apps so much so that for many\u00a0the quality of the digital experience is as important as whether they get an aisle\u00a0or window seat. As our study shows there&#8217;s a great opportunity to use digital to\u00a0provide more real time communication and engagement with passengers that pulls in\u00a0more data about the customer and flight process itself. Yet, airlines need to bring\u00a0their customers with them and build trust about how they&#8217;ll use customers personal\u00a0data to craft the best possible flight experience.&#8221;<\/p>\n<p><em>All figures, unless otherwise stated, are from YouGov Plc. Total sample size was\u00a02,032 adults, of which 1,758 have ever flown. Fieldwork was undertaken between 17th\u00a0&#8211; 20th August 2018. The survey was carried out online. The figures have been\u00a0weighted and are representative of all GB adults (aged 18+).<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can\u00a0drive consumer satisfaction through customer service..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/14575"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=14575"}],"version-history":[{"count":4,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/14575\/revisions"}],"predecessor-version":[{"id":14586,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/14575\/revisions\/14586"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=14575"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=14575"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=14575"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}