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CWT shares top travel tips to celebrate outstanding traveller satisfaction scores

Carlson Wagonlit Travel (CWT) today announced record traveller satisfaction scores for 2013, based on its award-winning global customer feedback programme, CWT Listens, at the same time releasing plans to further enhance the programme.

To celebrate CWT’s ability to make travellers happy, the leading travel management company (TMC) shares its top three travel tips, based on CWT Solutions Group’s industry-leading CWT Travel Stress Index, to help make life on the road more enjoyable.

1.    Keep busy. The biggest cause of stress for business travellers is lost time. Make sure to research where you can access wi-fi in advance and plan work that can be done offline.

2.    Expect the unexpected. Lost luggage is a major stress trigger, so make sure to pack necessities in your hand luggage to see you through at least the first 24 hours at your destination – including meetings.

3.    Don’t break your routine. Ever started a diet and found yourself on a long road trip with nothing but take-aways and fast food for lunch and dinner? If exercise, diet or other routines are important to keep you on top-form, plan your trip to include access to healthy food and accommodation with the necessary facilities at hand.

CWT knows how to make travellers happy
CWT UK & Ireland currently has a 91 percent satisfaction rate of travellers with their travel consultants, as shown in the UKI February 2014 CWT Listens scores.
·         93 percent of travellers recommend their travel consultants as courteous and professional
·         94 percent praise CWT’s accurate reservations
·         91 percent are impressed by CWT’s clear, complete and accurate travel documents

Lyn Given, director of traveller services, UK & Ireland, said “Our experienced travel consultants are specialists in their fields, and have a wealth of expertise. With average length of service at over eight years, it ensures our experienced teams can build strong, long-lasting relationships with our travellers. When travellers, bookers and PAs call us we listen, and are delighted by the latest excellent CWT Listens score.”

The percentage of very satisfied or satisfied travellers improved from 84 percent to 90 percent in CWT North America, CWT’s largest customer base according to customer feedback programme CWT Listens. Similar improvements were achieved in all other CWT markets.

CWT Listens now operating in its seventh year, has helped to continuously improve both traveller and travel manager satisfaction each year since its inception both for offline and online bookings. Backed by a dedicated customer experience team, in 2013, 1.9 million CWT Listens survey invitations were sent to CWT’s travellers following their travel booking with CWT.

Commenting on the record scores Berthold Trenkel, executive vice president, Traveller Services said, “We are delighted with the 2013 record results, which recognise how CWT’s travel consultants are willing to go the extra mile to deliver the perfect trip to our travellers. CWT’s commitment to improving traveller experience has always been our primary mission and we are delighted that we are not only exceeding the industry’s best-in-class performance figures but also do extremely well compared to other service industries that operate in the B2C business space.”

New enhancements for 2014
CWT plans to introduce new developments to further boost CWT Listens in 2014, including a new alert rating system and an upgraded traveller comments alert system to help reduce response time to travellers’ comments. The enhancements will begin in the UK and with planned rollouts across EMEA later in the year.

“We expect the new enhancements to CWT Listens in 2014 will allow us to provide even better assistance to travellers. Customer feedback is vital to our success, and this initiative is firmly embedded in our company-wide CWT Operational Excellence programme, empowering our people to consistently deliver great service and provide the perfect trip experience” added King Wah Leong, vice president, Traveller Services Quality.

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