Customer Experience in Transportation
Is Your Customer Experience on the Right Track?
Customer Experience in Transportation
Is Your Customer Experience on the Right Track?
The transportation sector plays a fundamental role in the daily lives of citizens. The arrival of new types of transportation has a significant impact on the industry and user expectations.
Our 360° approach to customer, employee, and brand experience helps to strategically measure and optimize your operations while integrating a company culture focused on your passengers.
Regardless of the type of transportation you offer, ensure that your users enjoy their travel experience, that your employees not only adhere to established standards but also become ambassadors, that your brand image is memorable, and your online reputation is optimal.
Mystery shopper Real Consumer
Whether it’s to evaluate the service provided by your drivers during public transport, adapted transport, or taxi rides, assess compliance with your standards, or improve your customer journeys, our mystery shopper programs are here to help you. To ensure optimal performance consistency across your network and guide your teams toward a better customer experience, our solutions identify the most crucial change levers.
Our programs also allow you to measure employee performance during a visit or phone call, whether at service counters, in parking lots, or at dispatch centers.
Continuous Survey – Voice of Customer
Capture your customers’ satisfaction in real-time, whether it’s for their experiences during a public transport or taxi ride, from booking to payment. Every step of the customer journey is evaluated through our continuous survey programs available on our Hexia platform.
This solution also allows easy tracking of key customer experience indicators, such as satisfaction at each service stage, Net Promoter Score (NPS), and Customer Effort Score (CES). In addition to improving your online reviews by encouraging promoters to share their opinions, our platform enables you to intervene quickly and proactively with dissatisfied customers.
Hexia.local
Take control of your online reviews management with response templates and automated replies to maintain a proactive and positive web presence. In addition to being a powerful and functional platform, Hexia.local is a strategic choice to simplify your life and save you maximum time.
Maximize the management of your business information (name, address, phone number, opening hours) across multiple online directories, instantly broadcast updates, and enhance your reputation with Hexia.local.
Even More Transport Solutions
Discover how Lanla and its customer, employee, and brand experience solutions can contribute to the success of your organization.
Consumer Habits Survey
Combine our panel of respondents with your customer lists to measure changes in consumption habits, perceptions of different types of transport, and your users’ needs. Furthermore, identify change levers and implement strategic and personalized action plans that will facilitate the transport experience and improve overall satisfaction to retain your customers and attract new users.
Employee Engagement Survey
With our employee engagement surveys, you will be able to identify obstacles that hinder your teams’ motivation, whether at the management level, customer service, dispatchers, or drivers. Data collection is conducted annually and provides a detailed diagnostic of employee experience satisfaction. Happy employees are more engaged and provide quality service to users. Transform your employees into ambassadors by implementing a personalized and effective action plan today.
Conferences and Training Workshops
The training offered by Lanla is a beneficial investment for managers and employees to have a direct impact on users. Adapt your conferences and training workshops using the results of your customer, employee, and brand experience evaluation programs. Personalize sessions to train your employees on crucial topics such as awareness of the importance of customer experience, detractor management, and employee recognition and mobilization.
Data Analysis and Valorization
Improve the performance of your different transport services with our personalized approach that highlights your goals and analytical needs. Our custom reports convert your data into actionable insights; an operational, strategic, and marketing advantage designed for key resources at headquarters, customer service managers, and field managers. By identifying the main levers, you can focus your efforts on the operational aspects that have the most impact on your users.
Brand Identity, Communication Tools, and Digital Marketing
Our communication experts are here to guide you beyond your goals, make your brand shine, and improve your visibility and notoriety with appropriate communication tools, whether printed or digital (signage, promotional cards, and social media campaigns). Our collaborative approach and efficient concepts bring your vision and messages to life with creativity and professionalism.
Ready to Make Things Happen?
