Case Study: Flight Centre Canada boosts customer satisfaction and reviews with Feefo

Flight Centre Canada boosts travel reviews with Feefo and earns Platinum Trusted Service Award

Flight Centre Canada, a major travel retailer, needed a way to prove and promote its strong commitment to customer service. The company lacked a centralized system to gather and analyze customer feedback. To address this, they partnered with Feefo and implemented its review management platform and Net Promoter Score (NPS) program.

Feefo's solution automated feedback collection after bookings, providing detailed NPS insights. This allowed Flight Centre to share results across the company, address issues in real time, and identify trends to improve areas like agent response times. The measurable results included achieving industry-leading NPS scores, which Flight Centre now uses for promotion, and earning Feefo's Platinum Trusted Service Award. The platform provided the trusted data needed to guide strategy and enhance customer experience.

Flight Centre Canada