Liverpool John Lennon Airport (LJLA) is utilising a tool on Twitter to measure customer feedback.
The airport is one of the first UK companies to use the social media platform in this way, communicating with its 30,000 plus followers (@lpl_airport) and using data from their tweets.
The tool works side by side with the airport’s ethos of customer service first, and its strategic vision – Together we will create the airport our region loves – as it rapidly expands, meeting demand by passengers wanting to fly for their local airport.
The Twitter tool leverages Direct Messages to gather feedback in Net Promoter Score (NPS) format. In partnership with Sprout Social, a leading provider of social media management and customer care software, LJLA is one of the first companies in the UK to be able to incorporate the feature, which has only been implemented by a limited number of brands across the world.
Speaking about the Twitter initiative, Sarah Barrett, Marketing Director for Liverpool John Lennon Airport who has lead the customer transformation for LJLA said, “I am a huge fan of Net Promoter, it’s such a simple metric which provides a clear focus and direction. It enables very quick understanding of how customers feel about their experience and what needs to be done to improve. I believe strong brands have to start with the customer, get the customer experience right and the rest will follow.”