BABEL collaborated with Iberia to implement a solution for Objective Quality Management that would enable information to be obtained in real time about the overall service provision. Originally, the service was provided through an external company, in the form of mystery shopping, travelling internationally and covering a small sample of the total.
Thanks to the new solution via a mobile application with extreme usability, the employees themselves and Iberia's VIP customers can provide feedback on the quality of the different processes during their trip: security, check-in, departure, cabin, crew, transfer, etc.
Digital Transformation: Send feedback online (paperless).
Real time: Notification of incidents in real time.
Dynamic updates of questionnaires.
Engagement: Employee involvement in improving customer experience.