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Having flown with a variety of airlines, I wanted to know if Norwegian ‘felt’ like any other airline or if it really did deliver an experience that I would actually remember for positive reasons – how would it compare with others? 11th December 2014. Let me start with the onlineexperience.
For instance, customers increasingly prefer self-service options to other options such as using the phone or email to talk to agents, with web self-service use increasing from 67 percent of consumers in 2012 to 76 percent in 2014, according to Forrester.
In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Customers are dissatisfied with serviceonline and offline There is widespread frustration with customer service levels on both sides of the Atlantic.
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