South Pacific Helicopters delivers "a flight of your lifetime" over Kaikoura's spectacular landscapes and marine life in New Zealand's South Island. With a QualMark Gold status and Net Promoter Score of 100, they're doing something right — and Yonder Reviews plays an important role.
Marketing and Sales Manager Krissy Griggs explains why they chose Yonder:
"We needed a system that gathered our feedback into one spot, rather than logging into several platforms."
With a small team, manually checking Google, Facebook, and direct NPS surveys was consuming valuable time. Yonder brought everything into a single real-time dashboard.
"I love that it is in real-time so I can see the analysis straight away, year on year and month on month."
Krissy and her team are confident they're hearing from a wide range of customers.
40% customers give feedback
With all data in one dashboard, the team quickly identifies which products customers enjoy most. "Red faces" in the dashboard flag dissatisfied customers for rapid follow-up. (It happens rarely — 97% of trips successfully spot a whale.)
2x more Google Reviews than our previous system
Using Yonder's dedicated review request emails — with rating buttons embedded directly in the email body — South Pacific Helicopters achieved 105% more Google reviews year-on-year compared to their previous system. All 5-star reviews. The Yonder system screens promoters before directing them to Google — unlike generic post-trip emails that include the review request buried among many other things.
Krissy uses Yonder's Mentions feature to track when individual team members are named in surveys and online reviews.
"We share back customer feedback to our team at staff meetings and who's been mentioned — it creates a real 'buzz' in the office."
This open feedback culture helps South Pacific Helicopters maintain the exceptional team that defines their guest experience.