A travel agency can improve the user experience of its travelers by checking the satisfaction of graduation trip participants.

Purpose:

                                  Check the satisfaction of graduation trip participants

Target group:

                      2,500 participants

Measurement elements: 

             12 hotels, 35 guides, 28 animators

Measurement method:

                   One-time measurement

Response generation: 

              Electronic invitations

Measurement yield: 

                 17% customer response

Employee activation: 

        No

CSAT:

                                    4.5/5  

Project:

We prepared 5 questionnaires through which the company verified:

• Satisfaction levels with individual hotels.
• Satisfaction levels with individual guides.
• Satisfaction levels with individual animators.
• Satisfaction levels with organized events and locations (discos, optional excursions, etc.).
• Participant travel interests (for future sales purposes).
• Overall satisfaction with the trip and loyalty level (likelihood of recommending the program to friends).

Each customer received an e-invitation with a unique link to a set of questionnaires (hotels they stayed in, their guide and animator, general experience).

Results:

Within a few days after the graduation trip concluded, the company gained detailed insight into their customers' actual satisfaction with clear instructions on how to improve the user experience for their customers on future graduation trips. The Pareto principle of customer dissatisfaction is strongly present – the average user experience is good, but certain elements are spoiling it. The user experience would be significantly improved if:

• the company excludes 2 hotels from its hotel selection,
• the company excludes the 4 guides and 2 animators who received the lowest ratings from customers.