National Express Drives Customer Satisfaction with Qlik

UK’s largest coach operator uses Qlik to create a platform for third-party operators to gain better insights into performance and operations

September 27, 2016

Radnor, PA – Qlik®, a leader in visual analytics, today announced National Express is using its visual analytics platform for its third-party operators to gain further and more detailed insight into operations across the company’s network. With the ability to analyze data across all aspects of the operation, all companies affiliated with National Express can see if any improvements can be made to the service that they provide, ensuring customer satisfaction. Third-party operators are now able to view regular performance updates at a more granular and actionable level of detail such as a specific driver, vehicle or journey.

National Express is the largest operator of scheduled coach services in the UK, taking passengers to over 900 different destinations nationwide. Some National Express coaches are operated by third parties, but under the same brand umbrella. With all parties requiring access to performance data to see how they can operate more effectively, National Express decided to use Qlik to create a platform encompassing all data sources from everyone affiliated with the company.

With Qlik’s visual representation of data, anyone from across the organization and its third parties can conduct analysis and understand the results. They can see data around a series of key operational metrics focusing on driver, vehicle and reliability standards to understand how the company is performing against targets and make decisions on how necessary improvements can be made.  For example, trends around coach driver performance can easily be identified, from which they can undergo training to ensure a situation is remedied moving forward or receive praise as appropriate based on that insight.

All third parties have been provided with their own log-in to the platform so they can view the Qlik applications which relate to their performance. Performance is also heavily benchmarked to provide additional context and to enable the rapid identification of best practice and opportunities for further improvements.

“We are very proud to be the highest-ranked ground-based transport provider in the UK for customer satisfaction. This is another example of how we are continuing to put the customer experience at the heart of everything we do and how we strive to be even better.

“The project with Qlik is an extension of a partnership we’ve had with the company since 2013 through Elite Solution Provider, Data Technology. It essentially sees us taking information our employees have been using internally to get a better view of the organization’s operations and making them available on a broader scale to our third party operators so we can all see performance across the network,” said Frank Kozurek, Head of Business Intelligence, National Express. “Ultimately, we want to encourage a cultural shift where data becomes a key part of how we operate. To do that, we are putting the most relevant data into the hands of people who can actually do something with it – taking their insights to inform decisions that can help to continually improve the services we offer to our customers.”

“National Express has shown what can be done with data analysis as a service to other organizations, rather than just using it to give insights to your own staff,” said Wolfgang Kobek, RVP EMEA at Qlik. “Through Qlik applications, anyone can understand the visual representations of their data and illustrate the possibilities of its use for important and often time-critical business decisions. At Qlik, we like to encourage our customers to become data-driven – and there’s no truer use of that term than for National Express. We’re thrilled to be helping them get a clear picture of what’s going on across the company in order to offer customers the best levels of service possible.”

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.


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