ith survey response rates at over 65%, Alitalia is harnessing the Voice of the Customer

London, UK and Oslo, Norway and New York, US: 1 November 2011: Confirmit, a leading global provider of customer feedback, employee feedback and market research solutions, today announced that European airline Alitalia is using the Confirmit Horizons platform to create top quality customer experiences on its flights.

Alitalia has harnessed the power of Confirmit to run a customer panel to create online surveys about a range of service components that create the overall customer experience. To ensure that the information about panellists is up to date, there is a regular feed from Alitalia's CRM system.

Alitalia uses Confirmit Horizons to understand how they can improve individual components of the service, and how they combine to create the overall customer experience.  A key feature of the program is the panel which ensures that customers only receive surveys which are directly relevant to them.  For example, surveys about new product ideas will only go to a core group of regular customers who'll have a clear idea about how new products might fit into their existing experience.

The Market Research Manager at Alitalia commented: "Until now, the process of identifying our key customers has always been rather complicated and expensive.  The customer panel we've built using Confirmit means it's now possible to create and deploy a rapid survey to a targeted group of customers, who we're confident fully understand the issues we need to talk about. This is a great advantage!"

The average response rate to the surveys is 65%, which demonstrates the level of customer engagement in the process.  Alitalia also asks customers to rate the survey itself to ensure they make the most of the feedback process and with a survey satisfaction score of over 80%-they're certainly on an upward trajectory.

Tim Hannington, Executive Vice President EMEA Sales, Confirmit, explained: "This initiative is enabling Alitalia to focus on the customer experiences they're offering, which helps predict future service requirements.  We are delighted to be helping Alitalia in their quest to achieve the best possible customer service."