Alsa, one of the leading road passenger transport companies in Spain, partnered with Izo to implement a Customer Experience Management System that would revolutionize its approach to customer satisfaction.

Recognizing the importance of closely measuring and following key customer experience indicators, Alsa adopted a proactive approach to understanding the needs and expectations of its customers. With the help of Izo, they implemented a robust customer experience tracking system that allowed them to collect valuable data on brand perception and customer satisfaction at various touchpoints.

Using this data as a basis, Alsa was able to identify specific areas for improvement and design concrete actions to elevate the customer experience to a higher level. From improving bus punctuality and cleanliness to optimizing customer service at stations and online, Alsa was committed to addressing every aspect of the customer experience to ensure maximum satisfaction.

The impact of these actions did not go unnoticed. Over a six-month period, Alsa experienced a remarkable 5% increase in customer perception of the brand. This increase not only demonstrated the success of Alsa's customer-centric approach, but also validated the effectiveness of the Customer Experience Management System implemented in collaboration with Izo.

This success story highlights the importance of actively listening to customers and acting accordingly to improve their experience. Alsa, with the help of Izo, managed to transform its approach to customer experience, which not only generated tangible results in terms of brand perception, but also strengthened its position as a leader in the road passenger transport sector.