Nine out of ten UK consumers book with different travel provider, says survey

Nine out of ten UK consumers book with different travel provider, says survey

Nine out of 10 consumers book their holiday with a different provider each time, according to a new report. According to a new survey customer experience management company tealeaf, UK consumers show very little brand loyalty yet 25 percent of all Brits now book online. The survey, which polled more than 2000 consumers, also found that nearly 40 percent of ebookers said online customer experience was a priority. “Anecdotally, customers struggling to book online is a scenario familiar to everyone, but our report confirms just how important the customer experience is to ebookers using the internet to research and purchase their holidays,” said Geoff Galat, vice president of worldwide marketing at Tealeaf. “With the competition only a click away online, getting it right can have a major revenue impact. Meanwhile, the report also showed that almost a third of those polled claimed that booking a holiday was the most important purchase of the year. “Holidaymakers want one of two things - an escape or a new experience,” added Internet psychologist Graham Jones. “A site which lets you down or performs badly is naturally going to impact your confidence in the brand’s ability to deliver a perfect holiday.”

Gary Marshall
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Gary Marshall
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