Case Study: Futuroscope improves customer experience feedback management with Klaxoon

How to improve feedback from the field to enhance the customer experience

Futuroscope, a major theme park, faced a challenge in managing visitor experience. With nearly two million annual visitors, the customer experience director, Rémy Treguer, needed a better way for his team to quickly identify and resolve issues like maintenance problems. Their old process of manually logging anomalies in spreadsheets was too slow, leading to lengthy resolution times that negatively impacted guest satisfaction.

The park implemented the Klaxoon Board to streamline this process. Using this digital whiteboard, field staff could instantly report issues with photos and context. The Klaxoon solution enabled efficient categorization, real-time committee reviews, and faster decision-making. This resulted in significantly reduced processing times for anomalies, improved team productivity, and a more fluid workflow, ultimately enhancing the overall customer experience.

Futuroscope

Rémy Treguer

Customer Experience Director