BCD Travel’s annual Client Satisfaction Survey last year found that an impressive 95 percent of customers would recommend the travel management company to a peer organization.
“The fact that so many of our customers would recommend us to another organization is particularly rewarding,” said John Snyder, BCD Travel global president and chief operating officer. “A growing number of business-strategy authorities cite ‘willingness to recommend’ as the most important metric in quantifying the dynamic of customer satisfaction.”
In addition to “willing to recommend,” the 2010 Client Satisfaction Survey reveals areas of emphasis that BCD Travel uses to validate and fine-tune its strategies. To that end, customer prioritization of key travel program elements was vital in guiding BCD Travel in its initiatives and focus areas for 2011 and beyond, including:
- Extending security and safety technologies
- Augmenting the traveler experience
- Building partnerships based on joint accountability and alignment
- Finding new ways to drive program results
- Redefining Key Performance Indicators as markets and programs change
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