Media Releases
10 Aug 2010
Businesses say 'responsive service' is most important
Being responsive to a client's needs is the most important service attribute of a corporate travel agency, a new client survey has revealed.
The results of a Corporate Traveller customer experience survey, show that first and foremost companies across the business travel market, seek 'responsive' action from their travel managers.
The national survey was conducted in the second quarter of 2010 and garnered 3,259 client responses.
Clients were asked what they thought the most important service components were out of nine different options including problem solving, providing options, accessibility, responsiveness, proactive communication, cost effective solutions, range of products and emergency service or 24/7 service and other. The respondents including key decision makers, executive assistants and travel bookers, could nominate up to three service attributes.
Results indicated that responsiveness was the most highly valued attribute with 71 per cent of the votes, providing options followed with 63 per cent of the votes and in third place was accessibility with 39 per cent of votes.
Corporate Traveller executive general manager Shannon O'Brien said all three service values showed that staff that were directly dealing with corporate travel management firms preferred personal service that was receptive to their needs.
"It's no surprise that companies want responsive service as there is no one-size-fits-all when it comes to corporate travel management. Travel managers need to have a thorough understanding of their client's travel needs, have a positive attitude to solving travel challenges and a genuine desire to help businesses save money," Mr O'Brien said.
"The dynamic nature of the corporate travel industry means that having access to a wide variety of options is also important as most businesses want choice, whether it relates to itinerary or ticketing options, hotel and air bookings, car hire or online booking and reporting solutions."
Mr O'Brien said the three top service attributes highlighted the key points of difference between personal corporate travel managers and online agencies.
"The value of having a personal travel expert that knows your business, is accessible 24/7 and provides flexibility and choice to help your business save time and money is unequivocal."
