Expedia takes new customer approach
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Online travel giant Expedia has re-evaluated the way it gets its customer feedback after taking on market specialist eDigitalResearch.
The firm will no longer run its post-trip European customer feedback, instead collaborating with eDigitalResearch to redesign the survey, the marketing operator will also handle the data for Expedia now too.
The new survey will run in nine languages across 12 countries. Results will allow for far more flexibility from participants and feedback will be given in real time to regional managers.
Derek Eccleston, commercial director at eDigitaResearch, commented, “At eDigitalResearch, we believe that your research programme should be an extension of your existing customer touch points. We whole heartedly feel that respondents should feel comfortable giving their feedback and by using our multi-language capabilities, Expedia customers are able to provide an honest view of their recent holiday in their own words.
Stuart Newman, director of customer experience, Expedia EMEA said: “Listening to feedback from our customers is essential to continually improving the experience of booking travel with Expedia and targeting our reinvestment in the customer experience. Balancing scale and detail is always a challenge and eDigitalResearch has been a vital partner in managing the scale of our survey communications whilst providing the local language detail we need. Expedia has a strong commitment to delivering a travel service which is relevant to our customers in each market so receiving feedback in local language is crucial to appreciating the exact nuances and tone of feedback.”
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