survey design gpts presentation nov 30th 1245am

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


27%

36%

27%

0% 0%

9%

0%

Customer Satisfaction with the Convenience of Booking Travel Through GlobalPoint Travel Solutions

Results


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


8%

31%

46%

8% 8%

0% 0%

How Useful Would You Find The Following Tools: Daily Travel Alerts

Results


15%

54%

23%

8%

0% 0% 0%

How Useful Would You Find The Following Tools: On-line Reservation and Ticketing

Results


31% 31%

8% 8%

15%

0%

8%

How Useful Would You Find The Following Tools: 24 Hour Service

Results


8%

38%

15%

23%

0%

8% 8%

How Useful Would You Find The Following Tools: Personalized Web Page for Centralized Travel Informa-

tion

Results


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!

survey design gpts presentation nov 30th 1245am

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