Cosmos Customer Satisfaction Survey

Brief:

To design a bespoke, cost effective, online questionnaire and reporting tool to allow Cosmos to collate customer feedback.

What we did:

We made the experience fun for the user and easy to review for the client. The questionnaire was designed in a friendly way which encouraged users to spend time to answer. This was done by showing the user how many questions they had remaining, breaking down the questions into relevant sections, using sliders to make it fun and easier to complete and populating the relevant fields if the customer had their booking reference to hand.

By the time the user had completed the questionnaire, the client had real time access to view the results in the bespoke reporting tool. Not only did this tool allow an overall view of how Cosmos are performing in general but it allowed the client to drill down to specific regions.

Another feature of the automated process allowed incomplete data to be retrieved by triggering a personalised email which encouraged the recipient to complete the unfinished questionnaire.

The questionnaire was later rebranded to Monach to reflext the online rebrand of Cosmos.

Outcome:

The tool has been successful in their campaign and we’ve since worked for Cosmos and Monarch Holidays, producing online advertising for a large number of different online assets and email marketing campaigns