AlloReview helps SNCF collect 3x more customer feedback

Our Client

SNCF is the French public railway company. As a public enterprise, SNCF's mission is to provide seamless and door-to-door mobility, everywhere and for everyone. Today, SNCF's TGV and TER lines are gradually opening up to competition. This context is an opportunity for SNCF to enhance and strengthen the passenger experience it offers. It is in the framework of this approach that AlloReview is supporting SNCF in order to collect more customer feedback and strengthen the customer culture internally. The first results were noticed as early as the first month, resulting in a 300% increase in the number of feedback collected and the detection of weak signals.

The Challenge

In an effort to improve service quality, SNCF was looking for a feedback solution that would allow them to listen to their customers' voices, respond to them, and analyze them in real-time. No hot listening device was in place, and satisfaction analysis devices were very poorly performing. With the opening to foreign competition, the need to do better and faster is a priority. AlloReview provides travelers with a solution that allows them to express themselves more easily, quickly, and freely about their experience through voice or text.

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Action

Collection of Hot Feedback from Customers

‍AlloReview was implemented in an unsolicited manner by displaying QR codes and a phone number as well as providing business cards in over 250 TER train stations in France. Travelers scan or call the number and are free to share their experience at any time.

Collection of Post-Journey Customer Feedback

‍Always accompanied by AlloReview, SNCF has also implemented a solicited device at key moments of the customer experience, allowing them to measure satisfaction by customer segments and discover improvement opportunities.

Analysis of Verbatims

‍At the moment the traveler arrives at the AlloReview survey, they can freely share their experience orally or in writing. Thanks to the real-time analysis of our AI, SNCF has defined post-feedback scenarios based on passenger satisfaction and the subject they have raised. This device has enabled them to re-engage dissatisfied customers by directly responding to their needs and rewarding loyal customers.

• 100% of verbatims are processed in real-time
• Analysis includes 92 languages to deal with an international customer base.