Case Study: Thomas Cook improves customer relationships with Goodays (Critizr)

How is Thomas Cook improving its Customer Relationships

Thomas Cook, the major travel agency network in France, wanted to take control of its online reputation and strengthen customer relationships across its 435 points of sale. Working with Goodays, they used the Critizr for Business feedback management platform to collect and manage customer feedback from stores, the website, Google My Business, and the call centre.

Goodays helped Thomas Cook invite customers to share feedback after visits and purchases, respond directly to reviews, and publish ratings and reviews on local branch pages. The results were strong: the customer relationship score rose from 4.27/5 after one month to 4.7/5 by January 2019, while the company also improved transparency, web-to-store traffic, and conversion by using customer feedback to address issues and showcase its advice-led service.

Thomas Cook

Jérôme Delente

Network Director