Up, Up and Away: Canada’s Busiest Airport Selects i-Sight Complaint Handling Software to Ensure High Levels of Customer Service

• Case Studies
• Snapshots

Greater Toronto Airport Authority (GTAA)

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"

Email this page Print this page

• Related Content