Greater Toronto Airport Authority (GTAA)

GTAA Press Release

Challenge

• Needed complaint handling software that would allow it to efficiently track and manage customer feedback, whether submitted via the web, telephone, conventional mail or comment cards
• The existing spreadsheet-based system did not allow managers to conveniently cross-reference complaints by the traveler’s age, sex, airline, time of day, etc.
• Wanted to ensure that all complaints and suggestions were handled professionally and, where appropriate, received a response in a timely fashion

Solution

• Selected i-Sight Complaint Handling Software for its friendly user interface, flexibility and scalability
• All complaints, comments and suggestions are stored in the same database with consistent demographic information
• The system is web-based, so it is easily accessible both to customers and to GTAA staff
• Advanced reporting tools allow managers to generate detailed reports with just a few clicks

Results

• i-Sight improves the GTAA’s ability to capture and respond to vital customer feedback
• Customer service staff save time, allowing them to focus on higher-value activities
• Airport managers benefit from improved insight into travelers’ likes and dislikes
• Easier to spot trends and detect root causes of customer dissatisfaction

"The i-Sight Complaint Handling Software will significantly improve our ability to capture and manage customer feedback, which in turn will allow us to continually improve our service quality"

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