Business travel is often viewed as a career perk, but it can also be an exhausting experience when considering the extended periods of time in transit, being away from family and friends, and last-minute delays and cancellations. In recent years, the business travel industry has seen innovative efforts to boost satisfaction, but less is known about what a formal “traveler satisfaction” program looks like. This research explores what organizations are doing to impact traveler satisfaction, how organizations with satisfaction programs set themselves apart, and how prioritizing satisfaction impacts a number of organizational goals.
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