A total of 90% of travel buyers want business travel companies to be more proactive and highlight potential problems or issues in advance, a new study shows.
Only a third (30%) of buyers felt they received a consistent level of service throughout the sales journey, the research by Expedia’s travel and expense subsidiary Traveldoo found.
More than half (60%) of buyers put equal measure on the importance of cost and service when selecting a new supplier.
The survey focused on the buyers’ perception of customer service they receive from suppliers, and in particular the level of service they experienced from their TMC.
New Traveldoo UK country manager Sam Cande said: “In today’s hyper-connected, digital world, there is an opportunity to provide seamless customer satisfaction across multiple channels including social media apps and AI.
“Our aim is to be able to respond to clients speedily through their choice of communication.”
Chief executive, Stéphane Donders added: “Traveldoo have recently implemented the NPS [Net Promoter Score] initiative to measure the quality of service we offer our customers.
“The quarterly assessment will ensure we continue to strive for ‘best in class’ service and respond quickly to changing market requirements.”