European travel buyers sight customer service as a key differentiator when selecting a new supplier

Published on : February 21st, 2018

London, UK – February 21, 2018 – Traveldoo®, the travel and expense subsidiary of the Expedia group, announces the findings from a survey of European travel buyers, assessing their views on the level of customer service in the business travel industry.

  • 60% of buyers put equal measure on the importance of cost and service when selecting a new supplier.
  • 90% of buyers would like their TMC to be more pro-active and highlight potential problems or issues in advance.
  • Just 30% of buyers felt they received a consistent level of service throughout the sales journey.

The survey focused on the buyers’ perception of customer service they receive from suppliers, and in particular the level of service they experienced from their TMC. To learn more about the survey results, see the infographic here.

“As the new UK Country Manager for Traveldoo, customer service is one of my key objectives for 2018. I want to ensure we instil the same level of excellent customer service across all our regions from initial customer engagement through to ongoing account management and after sales.” Said Sam Cande, UK Country Manager.  “In today’s hyper-connected, digital world, there is an opportunity to provide seamless customer satisfaction across multiple channels including social media apps and A.I. Our aim is to be able to respond to clients speedily through their choice of communication.”

“Traveldoo have recently implemented the NPS initiative to measure the quality of service we offer our customers. The quarterly assessment will ensure we continue to strive for ‘best in class’ service and respond quickly to changing market requirements,” added Stéphane Donders, CEO Traveldoo.


  1. What is NPS?

The Net Promoter Score and Net Promoter System

The Net Promoter Score is a customer satisfaction, customer experience and loyalty indicator that measure the likelihood of customers to recommend a company, product or service. It is used by many Fortune 500 companies to track the customer experience.

  1. Survey Audience

The survey was sent to over 600 European travel buyers.

About Traveldoo

Traveldoo, an Expedia group company, is a provider of web and mobile platforms for business travel and expense management. Traveldoo solutions simplify travel booking and expense reporting, help optimise travel spend and expense management processes, improve risk and crisis management and make business travellers’ and travel arrangers’ lives easier.

For more information about Traveldoo, please visit:

© 2018 Traveldoo SAS.  All rights reserved.   All other trademarks are the property of their respective owners.

Contact Traveldoo

Nikki Stimson
+44 (0) 7764 618199

Valerie Ferat
+33 (0)6 86 27 67 37

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