“Aviatrix conducted a bespoke customer insight programme looking at current and future needs of our passengers travelling on our Dover to Calais ferry service. The research considered how the food, beverage and retail offer were perceived by the different customer groups and how their needs varied by time of day and reason for travel. The research has been hugely beneficial to map the customer journey and understand the cultural dynamics of our passengers, identify the gaps in the current ferry experience and to ensure that we future proof ferry travel.
The research has impacted P&O as it has put the needs of the customer at the very centre of decision making for current and future ferry travel. Read more of this testimonial on the P&O case study page