Fandango uses the Qualtrics Experience Management Platform™ not just to gather feedback, but to get it to the right place, automatically. With Qualtrics, the company can view channel-specific feedback, discover trending topics in seconds, and track topics over time.
Since Qualtrics integrates with the internal messaging system, it’s easy for the service team to close the loop with more customers than ever before. For example, when a customer asks for help in digital channels, the feedback goes directly into the customer service queue so the right person can help.
FROM EXPERIENCE DATA
TO IMPROVEMENT, FASTER
Fandango relies on technology to fulfill most customer needs, so the technology has to get it right. When users couldn’t see which side of the theater was forward in the seat selector function, they let the company know. Qualtrics’ smart text analysis tools grouped the problem, and piped it directly to the product management team. No long meetings, nointermediaries – the product team attacked the problem in days.
Fandango saw feedback that customers were hesitant to purchase advance tickets, because they knew that life doesn’t always cater to movie-night plans. To create a more worry-free experience, the company began to offer full refunds up to an hour before showtime,becoming the only online ticketer with this policy. After introducing this policy, Fandango saw customers begin to book tickets further out, more often.