Feedtrail is a customer-centric bridge between provider and customer that allows customers to share candidly about what matters most to them. The service helps you hear from your customers when their expectations are highest and their satisfaction is most sensitive/critical… DURING their experience.
We believe that any solution is best explained through an example. Below is an example of an actual Feedtrail implementation for a bus operator.
The bus company was receiving consistently poor reviews on social media but had no way to learn privately about how its customers felt about their experience while riding the busses.
Feedtrail was deployed via stickers and marketing collateral throughout the busses that prompted riders to share their experience by scanning a code or following a simple URL. The bus company organized a raffle each month with an iPad as the main prize for one lucky rider who provided feedback via Feedtrail.
Feedbacks began pouring in and for the first time HQ had a real-time look into how its different routes were rated among riders. Because employees knew they were being monitored, service levels increased across the board leading to better customer NPS scores and a noticeable improvement in their social media rating.
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