Working with Qlik, ITG Creator was able to create the “Awesometer” for Virgin Trains, an award-winning reporting application that solved their challenges by providing real-time visualizations of customer feedback. Working on both desktop and mobile, the Awesometer has analyzed over 300,000 customer survey responses, with 500,000 comments captured, analyzed and visualized, and is available to 700 members of the Virgin Trains staff.
The staff can identify any issues and take steps to increase satisfaction. The app includes trend analysis, customer loyalty, and customer sentiment by station, train or route, with users able to assess customer satisfaction by hour, day, week or month, to keep track of improvements over time. Speaking to the success of the usage of Qlik is Kinnari Ladha, Marketing Insights Director at ITG Creator:
"We reviewed a variety of business intelligence systems and selected Qlik’s visual analytics platform as the stand-out technology for creating apps for Virgin Trains and other clients. Qlik’s technology has helped us transform data into actionable insights that give our clients an important business advantage. Awesometer is a result of an extremely fruitful collaboration between ITG, Qlik, and Virgin Trains.”
Since using the Qlik app, Virgin Trains reports that customer sentiment scores have improved by 8% overall in categories such as boarding & seating, staff friendliness, and space satisfaction.