GLOBAL SERVICE CENTER

SURVEY

Travel services report

2012

2

Table of contents

Response rate

Service Quality Model

General satisfaction

Dimensions analysis

Open comments

Specific services

Detailed questions

3

Response Rate

4

Sample representativeness

5

Good mannersFlexibility & Openness

EthicsResponsi-

veness

General satisfaction

Professionalism & Effectiveness

Care

Specific aspects

General satisfaction

6

The bottom line

General satisfaction distribution

7

82.0%( 83.7%)

5.1%( 3.5%)

General satisfaction average

8

General satisfaction average by regions

9

General satisfaction average by travel frequency

10

General satisfaction average by mgr level

11

General satisfaction average by gender

12

Service dimensions

13

The satisfaction drivers

Dimensions average

14

Gaps Vs. others

15

Dimensions by region

16

Dimensions by mgr level

17

Dimensions by travel frequency

18

Dimensions by gender

19

Dimensions weights

20

Specific travel services aspects

21

Specific services average

22

Specific services average by region

23

Specific services average by mgr level

24

Specific services average by travel frequency

25

Specific services weights on satisfaction

26

High Low map

27

Open comments (Click on image in slide show mode)

28

Detailed questions

29

Care for the customer

30

Ethics

31

Flexibility & Openness

32

Good manners

33

Professionalism & Effectiveness

34

Responsiveness

35