Eptica Multichannel Customer Experience Study 2012 - Travel Industry
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The infographic shows the findings of the Eptica Multichannel Customer Experience Stuudy 2012. The study evaluated 10 companies in the travel industry including airlines and package holiday companies, on their ability to provide answers to 10 routine sector specific questions on their web sites as well as their speed and accuracy when responding to enquiries sent via email, and links to social media.
Transcript of Eptica Multichannel Customer Experience Study 2012 - Travel Industry
THE WEB SOCIAL MEDIA
2011 2012
30+3080+803 3
8 8
TWIT
TER
TWIT
TER
FACE
BO
OK
FACE
BO
OK
The number of travel companies embracing social media
ONLINE TRAVEL CUSTOMER SERVICE STUDY Analysis of 10 leading travel companies, including airlines and package operators.
How simple is it to get answers to routine customer questions via the web and email?
How has this changed over the last 12 months?
To download the full report visit http://www.eptica.com/Multichannel-Study-2012.html
DISTINCTLY AVERAGE THE STATE OF UK TRAVEL CUSTOMER SERVICE
Email black hole uncovered
It was impossible to contact 20% of travel companies via email.
2011 90%
2012 80%
The fastest, accurate reply tookonly 19 minutes
The slowest, accurate reply took 5 days
In total the UK travel websites surveyed could only answer an average of 63% of questions, a little better than 2011’s 54%.
2011 54%
2012 63%
ONLINE QUESTIONS ANSWERED
y
y
80+40+70+30 COMPANIES ALLOWEDYOU TO EMAIL
PROVIDED AN ACKNOWLEDGEMENT
RESPONDED WITH AN ANSWER
ANSWERED ACCURATELY
8
4
7
3
NUMBER OF WEBSITES
44+6060+66AIR
LIN
ES
AIR
LIN
ES
PACK
AGE
OPE
RAT
OR
S
PACK
AGE
OPE
RAT
OR
S
2011 2012
44%
60% 60%66%
Online customer service:Package Operators versus Airlines
