Case Study: TUI Group improves customer experience and boosts NPS with Sabio's Bright Navigator

Improving customer experience during a major business transition

The TUI Group, a leading global tourism company, faced the challenge of a very low contact centre Net Promoter Score (NPS) of 3.8 and a slow, manual feedback process that delayed insights for up to two months. This hindered their ability to identify and resolve customer issues, especially during a major operational transition. They partnered with vendor Sabio and its Bright Navigator solution to modernize their customer experience approach.

Sabio implemented its real-time feedback system, Bright Navigator, which enabled TUI to survey customers every two hours and give agents immediate access to results. This provided the data needed to drive coaching and process improvements. The solution delivered transformative results: in under 12 months, the contact centre NPS skyrocketed from 3.8 to 41.6, while customer feedback response rates more than doubled from 5% to 12%.

TUI Group

Rachel Gregory

Contact Centre Solutions Manager