Liverpool John Lennon Airport (LJLA) is among the first in the UK to utilise a tool on its Twitter account that measures customer feedback.
The internationally recognised customer metric Net Promoter formed the bed rock of the Airport’s recent investment strategy. Twitter recently introduced Customer Feedback, a new tool that leverages Direct Messages to gather feedback in Net Promoter Score (NPS) format. In partnership with Sprout Social, a provider of social media management and customer care software, LJLA is one of the first companies in the UK to be able to incorporate the feature, which has only been implemented by a limited number of brands across the world.
Net Promoter Score is a management tool that can be used to gauge the loyalty of a firm’s customer relationships and Twitter have incorporated NPS into their facilities to enable brands to monitor their customer service and customer satisfaction on the social platform more easily.
Sarah Barrett, Marketing Director for Liverpool John Lennon Airport who has lead the customer transformation for LJLA said, “I am a huge fan of Net Promoter, it’s such a simple metric which provides a clear focus and direction. It enables very quick understanding of how customers feel about their experience and what needs to be done to improve. I believe strong brands have to start with the customer, get the customer experience right and the rest will follow.”