AIRMILES gives its 8 million customers a 'voice' with Confirmit Tuesday 22 May 2007 PDF Print …a new 'warm lead' alert system has produced a 20% sales conversion rate… MAY 22nd 2007: AIRMILES the UK's most rewarding travel loyalty scheme, and Confirmit, the world's leading provider of software for enterprise feedback management (EFM), announces the successful implementation of Confirmit into its online customer research survey. AIRMILES selected Confirmit as part of its strategy to increase the value of its customer feedback program. Sarah Wood, Director, Marketing & Insight, AIRMILES commented: "Our aim was to get a better understanding of our customers' attitudes and behaviors about how they collect and spend their Airmiles. We decided to take a more personal and immediate approach to our survey techniques to determine why some of our customers choose to book some or all elements of their travel and entertainment with us, or why they don't. We wanted our market research agency (Aurora Market Research) to devise an online survey for us to measure customers' attitude and behaviors immediately after each interaction with us, via the 'phone or web. With Confirmit they have done just that." Confirmit has been integrated with AIRMILES' CRM platform, Epiphany, thereby enabling the import of personal and demographic details about each customer into the survey – making it highly personalized. This shortens the survey by reducing the number of questions that need to be asked, thereby enabling AIRMILES to add questions to aid their understanding about why a customer visited the web site, made a call or failed to complete a transaction. According to Justin Alderson, Managing Director of Aurora Market Research: "This high level of personalization has improved response rates to 35%". Confirmit automatically alerts the AIRMILES team when a customer response requires action. The first alert flags AIRMILES' service managers to any dissatisfaction amongst both customers who have booked and those who have not made a travel or entertainment booking. This then enables them to work to resolve the issue immediately. The second alert focuses on customers who book either a flight or a hotel but not both and forwards their details as 'warm leads' to the sales team. This warm lead alert has produced an additional 20% sales conversion, compared to customers who have not been surveyed and ultimately a significant increase in AIRMILES' customer bookings and revenue. Justin Alderson, Managing Director of Aurora Market Research explains: "One of the major factors behind the choice of Confirmit was the strength of its reporting capabilities. The ability to escalate individual customers' issues via the alert system is invaluable. Confirmit enables us to aggregate the data so that we can see larger trends and issues that affect AIRMILES' business. Making the survey more personal required a change from the thinking of traditional market research," explains Justin. "But the benefits of this were manifest. As individuals had consented to further contact following the process, we were able to escalate any dissatisfied customers to the AIRMILES sales team who could reconnect with them to turn them around." Sarah Wood, Director, Marketing & Insight, AIRMILES continued: "The dashboard reporting capability has made it easier for us to understand the competitiveness of our market. It's also enabled us to analyze the reasons why our customers didn't book the product they came to us to book. The dashboard measures Key Attitudinal Indicators (KAIs) that correlate closely to our Key Performance Indicators (KPIs) that are visible to senior management. These KAIs are seen as a leading indicator into our business performance and we're convinced that they will help us to keep our KPIs strong." -Ends- For further information or to set up interviews please contact: Susan Barber, Press Office, AIRMILES +44 (0) 1293 722 252 Andrea Burton / Mel Oxford, Indigo River firstname.lastname@example.org, email@example.com Confirmit: Kjell Øksendal, Vice President of Marketing, Confirmit, +47 91845414 Gary Schwartz, Vice President of Product Marketing, Confirmit +44 20 7468 8568 About AIRMILES AIRMILES is the UK's most rewarding loyalty scheme. Over 8 million customers collect AIRMILES through its many household name collection partners including: Lloyds TSB, Tesco, Shell, Southern Electric. In addition, the AIRMILES online shopping site offers customers the opportunity to collect AIRMILES with over 120 online retailers including: Currys, CD Wow, johnlewis.com, ebay.co.uk and Carphone Warehouse, giving customers the chance to truly collect both on and off the high street. AIRMILES offers a wide range of travel rewards with more than 100 airlines, 25,000 world-wide hotels, cruises, travel insurance, car hire and package holidays from the country's top 100 tour operators. In addition, AIRMILES customers benefit from no credit card or booking fees. About Confirmit Confirmit is the world's leading provider of software for Market Research (MR) and Enterprise Feedback Management (EFM). The company has 112 employees and offices in Oslo, London, New York and San Francisco. Confirmit's software is also distributed through partner resellers in Amsterdam, Sydney and Tokyo. Confirmit became a public company in December 2005, and is listed on Oslo Stock Exchange under the ticker "CONF". The Confirmit platform is a web-based survey, feedback and reporting software. Confirmit's two target markets and product offerings are Global 5000 companies with Confirmit EFM (Enterprise Feedback Management) and market research companies worldwide with Confirmit MR (Market Research). Customers include British Airways, Countrywide Financial, Dow Chemical, Experian, GlaxoSmithKline, Halifax Bank of Scotland, Hewlett Packard, Intrawest, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil, Symantec and Virgin Media. For more information about Confirmit, visit www.confirmit.com. About Aurora Market Research Aurora Market Research is a fast growing provider of high quality quantitative online market research services. Established in 2002, the company employs market research professionals to use Confirmit, the market leading online interviewing and reporting software. This means that we can offer the most technologically advanced and insightful research surveys to our clients. Our stated aim is to combine new technology with the knowledge we have of traditional market research principles to provide our clients with innovative market research solutions and actionable insights. We know what is possible, what works, and what doesn't, and we use this knowledge to make sure we offer the very best solution possible to our client's research needs. We conduct a wide range of consumer, B2B and employee surveys for major UK and International clients. In addition, the company owns the Justtheanswer market research panel (www.justtheanswer.co.uk), which currently consists of 30,000 UK adults, representative of the general UK population. The company's current client list includes GCap Media, esure, AIRMILES, Unilever, Avon Cosmetics and T-Mobile. For further information about Aurora visit www.auroramr.com This press release was distributed by ResponseSource Press Release Wire on behalf of Confirmit Ltd in the following categories: Consumer Technology, Personal Finance, Business & Finance, Travel, Media & Marketing, Computing & Telecoms, for more information visit http://pressreleasewire.responsesource.com/about.