How can you effectively measure customer satisfaction with booking systems?

Measuring the success of the bookings system in terms of customer experience/ satisfaction is crucial for the overall success of the business. Here are some tips to be considered: Clearly define your goals and expectations of the booking System in terms of tangible benefits such as increased bookings, conversion rates, customer experience and satisfaction, revenue growth, efficiency, return on investment etc. and start tracking them in real time. Invest in customer feedback through surveys, email campaigns, web sites, social media, feedback forms, live chats and NPS surveys etc. Analyze these metrics to identify areas of enhancements to improve your customer experience while continuing to optimize the performance of your booking system.

The primary metric here would be adoption. I'll also track the average transaction time to check the efficiency of the booking journey. Use analytics and short surveys to understand how easy it is for your customers to navigate and complete the request/ booking. Establish the feedback loop. Updating users on how you have acted on their feedback is equally important as collecting their feedback. Once your goals are established, it's difficult to go wrong in identifying the key success drivers or the right KPIs.

In my experience as a Retail Marketer in the travel industry, most agencies use thier website as thier primary booking tool otherwise called an OTA. So knowing what you want to measure is important. Do you want to measure how often a customer visits your site? Or do you want to measure how often they visit the 'current tour packages' section and what destination they often check. It all depends on what metrics you want to collect. Your website data tracking can give you these information and then enable you send personalized emails or SMS regarding to thier use of your website. This is just an example. There are a whole lot of factors you would want to track. But please, always act on your findings so as to deliver the best.

I use both surveys and reviews. After the completion of a sale and I'm sending the ticket to the client for instance, at the bottom of my email is a link they can utilize that leads to a feedback form in order to get the customer review of my service & products. For surveys, I use that when I visit major travel gatherings. I generally want to ask the traveling population (because I'm a retail sales person in the travel industry) what service or product do they think should be created to assist travelers or atleast make travelling more fun. There's a lot asked though. What that I formation, a travel agent can then come up with a product that can solves a travel need.

You have to always act on your findings. Do not ignore. Because it can cost you. Companies that acts on feedbacks always tend to retain Thier customers as their customers will have that confidence that they are dealing with a company who listens. New customers as well will testify to the exceptional service and products that the company offers to thier friends and family. Again, always act on your findings, atleast it shows respect for customers.