When faced with operational disruptions airlines must address two sets of challenges: fixing the underlying problem and solving the customer challenges it caused. When it comes to the customer side of things sorting out what the true pain points are, and how those are being shared more broadly, most airlines tend to rely on net promoter scores. Those are useful, but often come with a time lag and depend on trusting the passenger to accurately report how they’re behaving. Beyond believes there’s a better way for airlines to monitor and address those concerns.
Our technology captures passenger sentiment at the moment those passengers are most exasperated or overjoyed with the service they are receiving from a brand. It generates actual and accurate feedback in a way that a cold survey or NPS score can never achieve.
– Beyond CEO John Moriarty
Beyond’s technology monitors millions of online conversations from social media sites like Twitter, review sites, news sites, and message boards. This provides airlines with unparalleled insight into how passengers perceive not just their brand, but specific passenger touchpoints.
The provider of digital and data solutions for the aviation industry offers what it calls the Actual Promoter Score (“APS”), based on a proprietary social media analytics platform. Using a combination of Natural Language Processing, Text mining, and industry expertise, the APS can deliver actionable intelligence to airlines, explaining not only what consumers are saying but helping identify which specific part of the journey triggered the sentiment.
Patrick Odey, Product Portfolio Manager, explains, “Our passenger sentiment technology goes much deeper than an overall score per brand and allows us to look into specific areas of a business, such as refunds or the hot food service onboard, to pinpoint where a business can take action to improve their business performance.”
The company’s findings from the 2022 Summer of Travel Discontent include high praise for airlines who were able to develop and deploy self-service solutions for passengers to handle rebookings. But self-service customer support technology is not the entirety of the solution. Companies must still have human support specialists available to resolve passenger issues when the automation fails. And there are always scenarios where it does.
As the company comes out of stealth mode this week at the World Aviation Festival 2022 in Amsterdam it is highlighting its past experience working with airlines to help monetize passenger journeys and enhance service efficiency.
More news from World Aviation Festival 2022
- Looking Beyond NPS as a customer satisfaction metric
- easyJet snags AirFi for digital inflight transformation
- Airlines see a renewed digital transformation push from IATA
- Can inflight Wi-Fi ever be profitable?
- BAGTAG targets North American expansion, adds homing solution
- AirFi LEO aims to alter the inflight retail landscape
- Pairing, casting and streaming: The next generation of inflight entertainment emerges
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