Progressive Travel Management Companies (TMCs) are increasingly turning to their clients to gauge the quality of their service and to understand what their clients might expect of them in the future. It’s a significant shift to a more participative process about knowing what clients truly value. In this story UNIGLOBE experts talk about how they are actively seeking out client insights and service opinions.

Annually in October, UNIGLOBE Travel Management Companies (TMCs) worldwide ask clients to complete surveys rating service quality on a scale of one to five, with one being poor and five being excellent. Survey categories include:

  • Telephone response time
  • Email response time
  • Booking accuracy
  • Provision of options and alternatives based on travel needs
  • Overall service

What did our clients say about our service?

In the annual UNIGLOBE Travel customer satisfaction survey of more than 1,500 corporate and business travel clients, nine in ten respondents rated UNIGLOBE services as excellent and indicated that they would recommend them to others.  

Respondents rated agents highest for booking accuracy, with 95 percent indicating that reservations made by staff are almost always or always accurate; 87 percent indicating that UNIGLOBE staff almost always or always offer travel alternatives based on client needs, and 97 percent saying that they would recommend UNIGLOBE services to others.

Timely response to telephone calls and emails is also part of the annual evaluation. More than three quarters of survey respondents indicated that calls to UNIGLOBE TMCs were always answered within ten seconds and emails almost always returned within one hour.
 "As part of our quality control program, the annual customer satisfaction survey gives corporate travel clients the opportunity to tell us how we’re doing and to continuously improve our service delivery,” says a UNIGLOBE expert. “We received feedback from 1,522 survey respondents this year and so we know it’s a pretty significant share of voice"

A more specific example of how this is helping travelers and their companies
 
“ Two years ago when we spoke with our clients, we understood that they were looking for 3 things in particular – self research capability so that they can VERY quickly look up fares & availability online but more importantly, decision makers in companies placed high importance on controlling spending before purchase. Travel coordinators on the other hand were looking for speed of service – they didn’t want to be on-hold and certainly didn’t want to be the ones chasing us for follow-up! When we put these insights & learning to work, it led to the development of our flagship tool – UNIGLOBE Complete Access online that delivers exactly what our clients said they would value in times to come,” elaborates one UNIGLOBE expert.
 

Tags:

Stay updated with unique
travel ideas!