Business travellers seek ‘responsive service’: survey

A recent survey of business travellers revealed that ‘responsive service’ that provides options and is easily accessible is what corporate travellers are seeking from their travel managers.

The recent customer survey conducted by Flight Centre asked their clients what they felt were the most important service attributes, out of nine options.  

From the received 3,645 responses from corporate travellers, the results found that 67 percent of respondents felt ‘responsiveness’ was one of the most important attributes, 62 percent voted ‘providing options’ was an important service attribute, while 35 percent of applicants said ‘accessibility’ was a vital service feature.

FCm Travel Solutions global leader Gregory Lording said the fact that companies want responsive service makes sense as there is “no one size fits all” when it comes to corporate travel management.

“Travel managers need to have a positive attitude and proactive approach to client servicing and solving travel challenges.

“The dynamic nature of the travel industry means travel managers need to think on their feet, and react quickly and intuitively to ensure their client’s needs are met,”  Mr Gregory said.
 
“The fact that over a third of respondents thought ‘accessibility’ was important indicates that clients value local service from people they can reach easily either by phone, email or see face to face.”

Mr Lording said it also demonstrates that clients value travel management companies that offer extended trading hours as it means the travel managers are more readily available.
Source = e-Travel Blackboard: S.P
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