- June 12: Understanding customer expectations and behaviour + Marketing Campaign Award
Customer Experience - Deep dive in social networksTo get deeper in the understanding of the reality of their day to day experience, Transdev decided to set-up an original process of gathering feedbacks from social networks, analyzing especially “weak signals”. Then we compared the results from one region to another to observe common issues and specific ones.
36.000 posts (from Twitter, Instagram, Facebook) were collected and analyzed in three phases, covering the main regions of Transdev’s operations: France, UK, Germany, Netherlands, US and Australia.
On the whole, many similarities appeared in different regions, but clear differences exist particularly when relational issues with transport companies or between passengers occur.