survey design gpts presentation nov 30th 1245am
Post on 30-Jun-2015
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Ashley Spetch
Jeff Montgomery
Alex Howland
Chris Roman
Ariannabell Reyes
Market Research
Purpose
1. The survey was conducted to find out why companies in the bottom twenty percent weren’t using services as often to book their corporate travel plans.
2. Census of bottom twenty percent of customers
Survey Design Team
• Customer satisfaction survey was created by the Alliant International University survey team and Sharleen Wollach, manager of Product Development and Training.
• Included both quantitative and qualitative questions.
Method
• Online Qualtrics survey link sent out to bottom twenty percent of customers
• Sent in an email with a cover letter, coming from independent survey team at Alliant International University
• Customer contact information was obtained directly from Global Point Travel
Results
• 16.25 percent response rate (13 out of 80 customer organizations responded).
• Survey remained open for one week, as per the request of GlobalPoint Travel Solutions.
Results
20 1330
135
6040
10
500
28
60
6
How many people are working for your company?
Results
Yes No
80%
20%
Do you use the internet for any travel purchases?
If you have used the internet to make travel purchases, which sites have you used? • Expedia.com• Hotels.com• Budget.com• Cheaptickets.com• Travelocity.com• Southwest.com• Orbitz.com• Marriott.com• American Airlines• United Airlines
Results
81 - 100 % 61 - 80 % 41 - 60% 21 - 41% 0 - 20%
1
2
1
3
4
Approximately what percentage of your employees travel for work?
Results
Yes No
33%
67%
Does your company use any other travel agencies other than GlobalPoint
Travel Solutions?
If your company does use other travel agencies, which companies do you use?• American Express• T & C• Huffman Travel
Results
Very Satisfied Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Dissatisfied Very Dissatisfied
18%
36%
45%
0% 0% 0% 0%
Customer Satisfaction with the Value of Travel Provided by GlobalPoint Travel Solutions
Results
Very Satisfied Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Dissatisfied Very Dissatisfied
27%
36%
27%
0% 0%
9%
0%
Customer Satisfaction with the Convenience of Booking Travel Through GlobalPoint Travel Solutions
Results
Very Satisfied Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Dissatisfied Very Dissatisfied
20%
40%
30%
0% 0%
10%
0%
Customer Satisfaction with the Overall Services of GlobalPoint Travel Solutions
Results
Very Useful Useful Somewhat Useful Neutral Somewhat Useless Useless Very Useless
23%
31%
8%
23%
15%
0% 0%
How Useful Would You Find The Following Tools: Traveler Profile Manager
Results
Very Useful Useful Somewhat Useful Neutral Somewhat Useless Useless Very Useless
8%
31%
46%
8% 8%
0% 0%
How Useful Would You Find The Following Tools: Daily Travel Alerts
Results
Very Useful Useful Somewhat Useful Neutral Somewhat Useless Useless Very Useless
15%
54%
23%
8%
0% 0% 0%
How Useful Would You Find The Following Tools: On-line Reservation and Ticketing
Results
Very Useful Useful Somewhat Useful Neutral Somewhat Useless Useless Very Useless
31% 31%
8% 8%
15%
0%
8%
How Useful Would You Find The Following Tools: 24 Hour Service
Results
Very Useful Useful Somewhat Useful Neutral Somewhat Useless Useless Very Useless
8%
38%
15%
23%
0%
8% 8%
How Useful Would You Find The Following Tools: Personalized Web Page for Centralized Travel Informa-
tion
Results
Very Useful Useful Somewhat Useful Neutral Somewhat Useless Useless Very Useless
8%
38%
8%
38%
0% 0%
8%
How Useful Would You Find The Following Tools: Travel Management Reports
Results
Yes No
23%
77%
Would you like an account manager to contact you to arrange a demonstration of new tools offered by
GlobalPoint Travel Solutions
Recommendations
• Distribute survey to top twenty percent of customers to compare.
• Consider addition of online services and ticketing.
• Consider implementation of daily travel alerts.
Question & Answers
• Questions/comments?• Suggestions?
• Thank you for your feedback!
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