Virgin Atlantic Airways is introducing a renewed online digital strategy, including a revamped website, following research by eDigitalResearch that suggested the carrier could see immediate benefits and return on investment.
Recent feedback into customer thinking from across various customer journeys, including online check-ins and non-bookers, showed that an overhaul to the website would help boost the airline’s online performance.
After beginning to phase in major changes to the website’s design, functionality and usability, Virgin Atlantic is already seeing improved satisfaction rates through its tailored eDigitalResearch insight programme, including a recently implemented ‘Rate this Page’ feedback form on newly designed web pages.
Fergus Boyd, Manager eBusiness Strategy, said: “At Virgin Atlantic we obsess about the voice of the customer and customer feedback. Our work with eDigitalResearch in general, and on our new website in particular, on the website, has been instrumental in helping us measure the success of our new designs and improved customer experience.”