1. The challenge
2. How W5 helped
Partnering with the insights team we redesigned Norwegian’s Voice of the Customer (VoC) programme across 12 markets and 9 languages to take account of the current context and to ensure they were measuring what matters. We designed and mobilised a continuous reporting platform, democratising access to customer feedback in a way that met the needs and interest of the users.
3. Results of this customer feedback case study
What Norwegian said about the project
“This customer feedback project realised a huge amount of value for the business, especially from verbatim that before this project essentially lay untouched and unused. The insights presented by W5 made clear for us what the issues are for passengers and what we needed to do and, importantly, have provided us with an easy-to-use platform that allows us to track progress on these and emerging issues in the future”
Global Brand Research Manager, Norwegian
Clients we've helped