BEST PRACTICE – EXPLAINED

TUI uses every-day relevant rewards to show how much they appreciate their customers. The day of flying home from holidays with TUI they sent a voucher with free coffee & three bakery items to their customers via SMS. Their customers could redeem the unique, single-use voucher in Narvesen convenience stores either at the airport at arrival or later within 7 days.

On redemption of the voucher a survey was triggered using the Net promoter score framework.