Travel company aims at achieving new heights in terms of customer satisfaction levels

Travel company aims at achieving new heights in terms of customer satisfaction levels

TUI Travel UK & Ireland (TUI UK), part of the wider TUI Travel plc group, has appointed ForeSee Results to measure customer satisfaction on two of its websites, www.firstchoice.co.uk and www.thomson.co.uk.

“Our websites are a large driving force of our business,” said Alex Horstmann, TUI UK general manager of user experience and design. “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.”

Measuring tangible web activity

ForeSee said it uses a patented and scientific methodology to assess customer satisfaction with TUI UK’s websites, interpreting what customers are looking for on its 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 helps the travel company prioritise website enhancements and so improve the overall customer experience, it added.

ForeSee also cites British Airways, Debenhams, Dixons/Currys, Aurora Fashions, Homebase, and House of Fraser, among others, as its customers.