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2016 Innovation & Transformation Awards: Living the brand: the end-to-end journey at Red Funnel

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Learn how Red Funnel Ferries has embraced a customer culture and visit them on the ferry between Southampton and the Isle of Wight to experience this first-hand. Significantly, 2015 was the company’s most successful year since it was formed in 1861, carrying even more cars, coaches, trucks and passengers than ever before - and outperforming the total cross-Solent market. They are engaging colleagues in a customer first programme, embracing social media and examining the journey in depth from end-to-end. All this is making their customers’ experience seamless and, as Red Funnel continues to grow, compliments are four times higher and complaints are down by 26%. Success is also boosting the local economy with Red Funnel’s brand new £41m fast ferry being built in East Cowes on the Isle of Wight.

Key Results

2015 was the best year in the company’s history
Complaints down 26%
Net Promoter Score 68%
Feefo Customer Satisfaction Score 93%
41.7% market share

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Categories: Library, Operational Improvement, Digital & Omni-Channel, Awards Case Studies

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