What are the best ways to measure customer satisfaction with GDS services?

2 How to measure customer satisfaction

To measure customer satisfaction with GDS services, there are various methods and tools available, depending on your goals and resources. Surveys are a popular choice, as they can be sent via online platforms, email, phone, or SMS after customers complete a booking or use a GDS service. You can ask customers to rate their satisfaction on a scale or use open-ended questions to get more insight. Additionally, the Net Promoter Score (NPS) is an effective way to measure loyalty and satisfaction. This is based on one question: How likely are you to recommend our GDS service to a friend or colleague? A Customer Satisfaction Score (CSAT) is also useful for measuring satisfaction with a specific aspect of your GDS service. This is based on one question: How satisfied are you with our GDS service? The higher the score of either NPS or CSAT, the more satisfied your customers are.

3 How to analyze customer satisfaction data

Once you have collected customer satisfaction data, you need to analyze it and use it to improve your GDS service. To do this, segment your customers based on criteria such as booking frequency, destination, product, channel, or demographic. This will help you understand the needs and preferences of different customer groups and tailor your GDS service accordingly. Additionally, use charts, graphs, or dashboards to visualize the data and identify trends and patterns over time. This can reveal areas of improvement, opportunities or threats and you can take action accordingly. You can also compare your customer satisfaction data with competitors, industry benchmarks or your own goals to evaluate your competitive advantage, identify gaps or celebrate achievements. Finally, act on customer feedback to improve your GDS service and enhance customer satisfaction. Thank customers for their feedback, address their complaints, resolve their issues, reward their loyalty or implement their suggestions. Communicate your actions and results to show customers that you value their opinions and care about their satisfaction.

4 How to increase customer satisfaction

Customer satisfaction is not a one-time event, but a continuous process that requires constant monitoring and improvement. To increase customer satisfaction with your GDS service, you should choose the right GDS provider that meets your needs and expectations, and provides a reliable, accurate, fast, and user-friendly service. Additionally, you should train your staff on how to use your GDS service effectively and efficiently, as well as how to handle customer inquiries and issues. Engaging customers throughout their booking journey is also important, as is providing them with relevant information, offers, and recommendations. Furthermore, innovating your service by offering new features, products, or solutions that meet customers' changing needs and expectations can help ensure customer satisfaction. Keeping up with the latest trends, technologies, and best practices in the travel industry is also key for adapting your GDS service accordingly.