How We Measure Customer Happiness

Todd Sullivan

Happy customers return again, refer their friends, and drive organic growth. This is the most basic formula of growth for a business. But to know if our experiments to improve happiness are working, we need a robust metric. This article details everything we've done to measure customer happiness. It includes screenshots, results and raw data.

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Todd Sullivan

How We Measure Customer Happiness

By Todd Sullivan

Happy customers return again, refer their friends, and drive organic growth. This is the most basic formula of growth for a business. But to know if our experiments to improve happiness are working, we need a robust metric. This article details everything we've done to measure customer happiness. It includes screenshots, results and raw data.

Read More

Todd Sullivan

Our Experience With B2C vs. B2B in Online Travel

By Todd Sullivan

Flightfox just turned four years old. That makes us ancient in startup years.

Throughout those years we’ve run many experiments to improve our customer satisfaction and growth. Initially just with consumer travel (B2C), but now with business travel (B2B) too.

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Todd Sullivan

The Happy Customer Experiment

By Todd Sullivan

At Flightfox we are most interested in growing through word-of-mouth. This is the cheapest, stickiest and most fundamental way to grow, but it's also often the most difficult because it requires a huge number of happy (and talkative) customers.

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Todd Sullivan

Why We Abandoned Crowdsourcing

By Todd Sullivan

We created Flightfox so experts could help you travel farther, wider and cheaper. At the time, we banked everything on crowdsourcing because it seemed the most effective way to find the best flights. Now, 18 months later, we no longer believe this and so we've launched an exciting new product. The results are so much better; here's why.

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