2014/15 Travel Website Study

The 2014/15 Travel Website Consumer Recommendation & Loyalty Study will contain the following insights:

• Which marketing channels have the greatest influence on purchasing decisions
• NPS® by brand
• NPS across key demographics (age, gender & personal income)
• Percentage of sales driven primarily by word of mouth
• Stated loyalty to the current provider graphed against the NPS of each brand
• Satisfaction mean scores by brand across the following key industry attributes / interactions:
  – Overall Value
  – Ease of Navigation on Website
  – Customer Service & Support
  – Price or Deal
  – Processing of Your Payment
  – Number of Flight Options Available
  – Transition Fees
  – Newsletters / Email Communications

• Customer Experience insights including the following:
  – NEW Perceptions of Service Ease
  – The top three ways Promoters describe their customer experience
  – The top three emotions Promoters experience when they deal with their brands
• and much, much more

This study analyses the most popular brands within a category that had sample sizes equal to or greater than 80. In addition to an amalgamated analysis of credit unions, the brands included in this study are as follows:

• AirAsia
• Flight Centre
• Jetstar
• Qantas
• Virgin Australia
• Webjet