One in five (21 percent) companies have traveler satisfaction programs in place, 29 percent are working on it and 50 percent do not have any plans to create one, according to new, first-of-its-kind research out today from the Global Business Travel Association(GBTA) in partnership with Dinova. It's no secret that traveler experience has been a topic du jour for the business travel industry for several years now; this research explores where it is a reality, and not just a trend for discussion.
The research goes beyond just whether or not companies have traveler satisfaction programs in place. It answers how organizations are measuring satisfaction and who is involved. It delves into the elements that make up traveler satisfaction, per diem logistics, guideline strategies, the role of technology and more. In particular, the research aimed to understand the role of ancillaries in driving and measuring satisfaction.
Established organizations with a broad reach lead the way in traveler satisfaction - When looking at which types of organizations have traveler satisfaction programs in place:
Three in four (76%) have more than 5,000 employees
More than half (57%) have a global reach
Nearly two in three (62%) have high annual travel spend
On average, organizations with traveler satisfaction programs in place tend to have more parameters in their policy -
Four in five (79%) organizations with established traveler satisfaction programs have corporate credit card mandates, which is significantly higher than those with no plans for a program (58%).
Three in four (77%) organizations with traveler satisfaction programs in place have preferred air suppliers, compared to 59% of those without plans to implement.
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