Feedback onboard P&o Ferries

PASSENGER EXPERIENCE

Helping P&O Strengthen   relationships with passengers

Event feedback

"Touchscreens provide new ways to interact with our customers, strengthen the relationship with them and learn their opinions about our services”.

Alina Russell, Customer Experience Manager for P&O

49,869
Responses ... and counting
15
Vessels collecting feedback
22
Real-time feedback devices
5
language variants

Listening to passengers

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MAINTAINING REPUTATIONS

 

P&O are keen to listen to their customers and to act on what they say. This led to the innovative decision to install 22 real-time feedback kiosks across the 15-vessel fleet that runs between the UK, Ireland and mainland Europe.

 

Multi language options allow passengers to select the survey they feel most comfortable to complete.

 

Attractive kiosk branding make the devices stand out and communicate exactly what they are there for.

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P&O collecting passenger feedback

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POWERFUL INSIGHTS

 

P&O have captured customer insight on the dining experience, facilities, comfort, shopping, helpfulness of staff and the cleanliness of restrooms. 

The inclusion of the free-text question, “is there anything else you would like to tell us?” enables customers to give P&O feedback on anything that matters to them.

This often yields powerful insights that would never have been gained through simple smiley face and rating questions alone.

Event feedback

Maintaining P&O’s position as the UK’s favourite cruise and ferry line

Renowned as Britain's favourite cruise and ferry line, P&O has a strong history dating back over 180 years. It’s longevity, popularity and ongoing strong performance are largely attributable to its relentless focus on customer service.

Bespoke feedback solutions

Bespoke SOLUTION

NPS
Scoring the likeliness of recommending P&O to other people from 1 - 10
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Live Alerts
On board management, alongside staff on shore, are alerted if low scores are reported during a crossing.
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Analyse
Online dashboards collate insight from the entire fleet, where they can be analysed and bench-marked.
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DECISIONS
Using the results the team are able to make informed decisions about service improvements
Event Feedback

Our approach

Capture, Analyse, Improve – smart and seamless solutions from feedback capture right through to service improvement. We’re your one stop feedback shop.
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1. Capture
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2. Analyse
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3. Improve

Why choose us ?

P&O explored a variety of options and, in the summer of 2018, concluded that ViewPoint’s touchscreen feedback kiosks would best meet their needs.

 

“We initially installed touchscreens onto four of our fifteen vessels and with such a valuable insight we rolled out the programme across all our vessels last year."

Alina Russell, Customer Experience Manager for P&O

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REMOVING GUESSWORK

Listening to passengers provides a solid basis for making informed business decisions.

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IN-THE-MOMENT
Time stamped data that is easily cross referenced to particular journeys and ferries.
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BUSINESS INTEGRATION
Customer feedback has become a vital part of the business process, being used to fine tune operations to meet customer need.
Event Feedback

Time to get smart about feedback?

let's talk
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Contact us

  • TEL: +44 24 7660 8830

    Fax: +44 24 7660 8831

    Email: info@crtviewpoint.coM

    ViewPoint, Orchard Court 2, Binley Business Park, Harry Weston Road, Coventry, CV3 2TQ

    Company registered in England
    Number: 04156846