Voice of Customer
ABOUT LUFTHANSA CITY CENTER
Lufthansa City Center (LCC) organizes the world’s largest independent franchise system in the travel agency market with a network of 650 franchise partners in over 80 countries.
In Germany alone, Lufthansa City Center (LCC) manages 300 travel, employing more than 2,500 people. Worldwide, approximately 5,600 people are employed by Lufthansa City Center. Since 1991, this expanding global network of entrepreneurs has shown consistent growth with total sales reaching 3.6 billion Euro in 2014.
Offering a complete range of travel management solutions, Lufthansa City Center (LCC) brings together flexibility and innovation, competence and experience as well as a comprehensive service portfolio, motivated staff and the benefits of a world-wide network.
Lufthansa City Center (LCC) distributes a customer survey for quality assurance through its franchise partners globally. With the previous survey solution, data had to be filtered and evaluated through a very time consuming process.
The challenge faced included:
- Reports needed to highlight concrete areas for improvement, which could then be passed on to the individual travel agents
- Possibility to personalize survey e.g. adding pictures of employees for better feedback
- Simple implementation of complex survey logics would be necessary
- Survey solution would have to be able to translate questions into multiple languages
- With limited internal resources are limited; efficiency would be extremely important
Lufthansa City Center (LCC) has been using Netigate since 2014 as a global solution for internal and external survey projects.
- Reports can be exported with just one click, creating individual reports for each travel agency
- Interactive solutions thanks to pictures, videos, etc.
- Improved response rate due to extensive yet easy to implement logics
- Easy and intuitive method of sending and translating surveys; hence the demand on internal resources is reduced
- Direct distribution via email is possible; with no additional solutions necessary
- Quick internal feedback for management
- 70% higher response rate compared to previous solution
- Possibility to roll out a campaign in one day, compared to week-long preparation time before Netigate
- Specialized reports can be exported in 5 min instead of up to 30 min per report
- 80% saved on costs per survey
Carla Banc, Quality & Area Manager with Lufthansa City Center (LCC) explains why she has decided to use Netigate: “With Netigate we are investing in a professional solution that helps us to work more efficiently in all departments. Exporting the right data for our travel agents or our management can happen with just one click. Our travel agents and our employees at headquarters gain from this fast feedback every day. In this way, Netigate helps us to make our customers even happier.”