The first aspect which will be evaluated from the first moment is your brand image. Unlike a passenger travelling alone, who does not have a target for direct feedback on the journey, passengers deciding to travel in a group will exchange opinions as they get onto the bus. Considering how accessible it is to post an opinion in real-time on social network profiles today, every detail must be considered.
Let’s put ourselves in these passengers’ shoes for a moment. They will go through several phases:
Today, achieving the objective of our passengers’ loyalty is a difficult task, therefore having the possibility of satisfying a group of clients travelling together is a unique opportunity. Considering that the satisfaction will grow exponentially through feedback of perceptions, the ratio of “1 satisfied passenger + 1 satisfied passenger = 3 passengers on the next journey” will increase even further. There are ever more groups which compare offers before travelling, and having the opinion of not just 1 satisfied passenger, but of a whole satisfied group will increase both your reputation and your Return on Investment (ROI). We are in a technological era where any information can go viral, therefore positive feedback will be a differential factor against your competition on social networks. Can you imagine a passenger with thousands of followers on social networks getting on one of your buses? If their satisfaction during the journey is good enough to share, your brand image will surely obtain great visibility. If instead of 1 passenger, 5 with this profile share their satisfaction, the opportunities are immense.
Due to the great competition in the sector, making an investment in improvements to your fleet must also be done intelligently. When this involves improving the service, we must first know our strengths and weaknesses for enhancement or improvement. To do so, we must have the appropriate tools to do so. At Azimut we have worked for years optimising our measurement tools to obtain the best feedback, as well as being able to provide you with the best advice thanks to having the best professionals on staff. Don’t hesitate to contact us! Our objective is to offer you the best service.
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