The project’s requirements

When Kantar TNS approached NIPO to provide a solution for the AirFrance-KLM project, NIPO was knee-deep in the development of Nfield Online, a modern cloud-based data collection platform for online surveys. However, the platform already met all of the criteria for the project:

• mobile friendly surveys to improve engagement,
• API to allow end-to-end automation,
• competitive pricing,

and besides, NIPO was committed to helping Kantar TNS make the migration a success. In fact, the AirFrance-KLM customer satisfaction survey came just at the right moment to showcase the power and potential of Nfield Online.

For Kantar TNS, changing to a platform that was still in development was a risk. However, previous positive experiences with NIPO, reliable technical support, and the fact that the Nfield CAPI platform - which runs on the same interview engine as Nfield Online -  had already been used by Kantar TNS without any difficulties, provided the necessary impetus to change.  

​Great results make happy customers

The AirFrance-KLM survey took just four months to migrate, even though we had factored in more than 12 months originally. Within the first weeks after the migration, the survey started showing less drop-outs and a higher response rate. Kantar TNS was able to extend the response base to additional traveler groups thanks to better support of mobile devices.

The transition appeared to be seamless for respondents.

“We rarely get a respondent who has a query, and we certainly didn’t receive any feedback following the migration to Nfield. In fact, they didn’t notice a thing,” said Martijn.

​The real achievement of this migration has been data consistency

Customer satisfaction research is not about the software. It is about asking targeted customers the right questions. Yet, the software is a crucial engine that renders the questions in a tailored design, monitors the answers and collects the data. To interpret the data correctly over the course of time, it is important to protect a data consistency, which is a key aspect of every data migration.
 
With this survey migration of large data volume, no unwanted trend breaks emerged. 
 
Martijn concludes, “All of our requirements were met and the NIPO team has worked well with us to make this project a success. We’re ready for the future. We will gradually introduce new features and engage respondents when and where they want to be engaged”.