TUI UK to measure customer satisfaction on websites
Leisure travel company TUI Travel UK & Ireland (TUI UK), part of TUI Travel plc, has announced plans to measure customer satisfaction on two of its websites, www.firstchoice.co.uk and www.thomson.co.uk.
TUI has appointed Forsee Results to undertake the work. Forsee will use a patented and scientific methodology to assess customer satisfaction with the websites, interpreting what customers are looking for on the sites and using actionable data to predict future behaviours and the likelihood they will return to the website. Knowing which elements of the online experience will have the greatest impact on these desirable future behaviours will help prioritise website enhancements and thus improve the overall customer experience.
Alex Horstmann, TUI UK’s general manager for user experience and design said: “The valuable customer satisfaction data from ForeSee Results will help us get a better gauge on who is coming to our websites and the likelihood that they will book a trip with us and return in the future. Additionally, we will be able to gain insights by establishing a baseline for how we are doing in the context of the competitive online travel environment.”
“TUI UK has gone the extra step by taking advantage of the website as a channel to attract new clients as well as meet and exceed existing loyal clients’ needs,” said Larry Freed, president and CEO of ForeSee Results. “As a leading leisure and travel company with more than one website, TUI will be able to use our segmented analysis in order to monitor online customer satisfaction with not only its individual websites, but also the overall brand.”
Sandra Leonhard, director of web strategy and business development at TUI Travel will be taking part in the panel discussion and interactive Q & A session: Understanding The Impact Of Social Media On Your Customers’ Loyalty at the Retail Bulletin’s Customer Loyalty Conference taking place in London on 15 June 2011. For more information, click here.
TUI Travel plc operates in over 180 countries with more than 30 million customers in 27 key source markets. Headquartered in the UK, it employs approximately 49,000 people. It is the only leisure travel company listed on the London Stock Exchange.
