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ITG Creator Helps Virgin Trains Improve Customer Sentiment with Qlik

Awesometer app visualizes Virgin Trains’ customer sentiment to deliver real-time actionable insights to increase customer satisfaction

February 01, 2017

Radnor, PA – Qlik®, a leader in visual analytics, today announced data strategy and creative company ITG Creator is using the Qlik visual analytics platform to give its clients, including Virgin Trains, detailed and accurate insights into customer sentiment.

Working with Qlik, ITG Creator developed Awesometer, an award-winning, dashboard-driven mobile and desktop reporting app that provides Virgin Trains with real-time visualizations of feedback from online customer surveys.

This information has been used to significantly improve satisfaction with boarding, seating, and on-board entertainment. ITG Creator works with clients to analyze their customer data and develop strategies and executions that greatly increase customer lifetime value.

Kinnari Ladha, Marketing Insights Director at ITG Creator said: “We reviewed a variety of business intelligence systems and through Qlik Elite Solution Provider Differentia Consulting selected Qlik’s visual analytics platform as the stand-out technology for creating apps for Virgin Trains and other clients. Qlik’s technology has helped us transform data into actionable insights that give our clients an important business advantage. Awesometer is a result of an extremely fruitful collaboration between ITG, Qlik, and Virgin Trains.” 

The train operating company collects feedback from its customers from surveys sent by email to those who booked through Virgin’s website or via a URL it publicizes on its trains.

Chris McDermott, Virgin Trains advocacy manager added: “We’re all about putting our customers at the heart of what we do here at Virgin Trains. That means making changes to our business based on what our customers tell us is important to them. To do that, we like to use the best tools in the industry to better understand what our customers are asking for.”

Virgin Trains has analyzed over 200,000 customer survey responses, with 300,000 comments captured, analyzed and visualized by the app, which is available to 700 Virgin Trains staff.  These staff can identify any issues and take steps to increase satisfaction. The app includes trend analysis, customer loyalty, and customer sentiment by station, train or route, with users able to assess customer satisfaction by hour, day, week or month, to keep track of improvements over time.

“ITG Creator is a great example of an organization where Qlik is leaving no data behind.  We don’t make anyone pre-determine the type of analysis they may want to do, and then join the data to support that pre-conceived approach,” said Paul Winsor, Qlik’s director of market development for retail and service industries. “We believe in equal opportunity for all data, we take it all in any form, and users are free to explore and use it in any way they’d like.  It’s the value customers like ITG Creator find after they start with Qlik that other tools are not capable of so they can’t expose the full, true story.”

About Qlik
Qlik® is the leading visual analytics platform and the pioneer of user-driven business intelligence. Its portfolio of cloud-based and on-premise solutions meets customers’ growing needs from reporting and self-service visual analysis to guided, embedded and custom analytics, regardless of where data is located. Customers using Qlik Sense®, QlikView® and Qlik Cloud®, gain meaning out of information from multiple sources, exploring the hidden relationships within data that lead to insights that ignite good ideas. Headquartered in Radnor, Pennsylvania, Qlik does business in more than 100 countries with over 40,000 customers globally.

About ITG Creator
ITG Creator is a London-based data specialist that helps develop CRM strategies for blue-chip clients by identifying revenue opportunities in their customer data, then executing heavily personalised creative strategies that engage with customers on a one-to-one basis to increase customer lifetime value. It delivers over three billion personalised messages each year. ITG Creator is the personalised marketing arm of Inspired Thinking Group, whose Media Centre marketing resource management technology automates the marketing operations of some of the world’s leading brands and retailers, including Heineken, Audi, PUMA and BT.

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