Subscription model drives record customer advocacy and satisfaction rates for eDreams ODIGEO
2024年6月18日 - 5:06PM
ビジネスワイヤ(英語)
eDreams ODIGEO (‘The Company’), the world's leading travel
subscription platform and one of Europe’s largest e-commerce
businesses, today announced that it has achieved record customer
advocacy and satisfaction levels following the pivot to a
subscription-led model. This is supported by millions of data
points, including customer related KPIs1 that are included in the
Company’s Non-financial Statement that is independently verified by
external auditors, ensuring a robust and comprehensive
representation of the business’ customer base.
This milestone reflects the success of the Company’s 3.5-year
strategic roadmap, initiated in 2021. The plan focuses on expanding
Prime as the leading global subscription platform that offers
travellers convenience, flexibility, cost-effectiveness and
AI-tailored travel plans – a unique proposition in the travel
industry. Now in its final fiscal year, the strategic roadmap is
set to conclude in March 2025. The results underscore the growing
importance of subscriptions as a primary model of retailing and
evidence strong consumer demand and satisfaction rates:
- Overwhelming customer satisfaction confirmed by 1.5 million
surveys A vast sample of 1.5 million post-assistance customer
surveys carried out throughout fiscal year 2024 revealed that 9 out
of 10 customers reported being very satisfied or satisfied with the
service received. While the Company strives for 100% customer
satisfaction, the improvements implemented have already delivered
remarkable results. This customer related KPI1 is included in the
Company’s Non-financial Statement that is independently verified by
external auditors.
- Prime members: A highly engaged and satisfied community of
travel subscribers The Company’s Net Promoter Score (NPS), an
industry-standard metric for customer advocacy, has improved by 52%
among Prime members since 2021. This survey is based on thousands
of monthly responses. Additionally, the booking repeat rate among
Prime members has surged by 41% since 2021, with Prime members now
booking 3.8 times more frequently than non-subscribers, reflecting
that Prime members are a highly engaged community of travellers who
value the benefits of the travel subscription model.
- Superior ratings on external platforms Data publicly
available on external platforms also validate the ever-increasing
customer advocacy and satisfaction rates achieved by eDreams
ODIGEO. The Group’s leading travel agency brands eDreams, Opodo,
and GO Voyages now boast a 4.4 out of 5-star and an ‘Excellent’
rating on Trustpilot, significantly surpassing competitors in the
online travel sector, after growing a remarkable 26% since the
strategic roadmap was unveiled. This rating, based on a large
sample of customer reviews, positions the eDreams ODIGEO brands
well ahead of other online travel agents, which have an average
rating of 2.0, and airlines, with an average of 1.5.
- AI-powered customer service drives increased efficiency
Investment in AI-powered solutions has dramatically improved
customer service efficiency and quality. Automated and AI-driven
systems now support 95% of all customer requests, which has
resulted in significant operational efficiencies and a 75%
reduction in contact rate since 2021. For Prime members, the speed
of answer has improved by 78% since 2019, with response times now
averaging just 60 seconds. These enhancements have enabled faster
case resolution and increased availability, contributing to higher
customer satisfaction.
Gerrit Goedkoop, Chief Operating Officer at eDreams ODIGEO
said: “Our commitment to leveraging advanced AI technologies
has significantly enhanced the overall customer experience. These
technological advancements have allowed us to anticipate our
customer's needs and respond with unprecedented speed and accuracy,
ensuring that travellers receive the best possible service. The
rising customer satisfaction levels following our pivot to a
subscription model are further evidence of the attractiveness of
this model, which focuses on personalised service and offerings
tailored by the latest AI technologies, enabling a premium and
unique experience. We are proud to see such positive outcomes from
our strategic investments and are committed to continuing to
enhance our services moving forward as we continue to grow our
subscription platform, the first of its kind in the industry.”
About eDreams ODIGEO
eDreams ODIGEO is the world’s leading travel subscription
platform and one of the largest e-commerce businesses in Europe.
Under its four renowned online travel agency brands – eDreams, GO
Voyages, Opodo, Travellink, and the metasearch engine Liligo – it
serves more than 21 million customers per year across 44 markets.
Listed on the Spanish Stock Market, eDreams ODIGEO works with
nearly 700 airlines. The business launched Prime, the first
subscription product in the travel sector which has topped 6
million members since launching in 2017. The brand offers the best
quality products in regular flights, low-cost airlines, hotels,
dynamic packages, car rental and travel insurance to make travel
easier, more accessible, and better value for consumers across the
globe.
1 customer related KPIs (measures for consumer health and
safety, complaint systems, received complaints, and their
resolution) are included in the Non-financial Statement that is
independently verified by an external auditor.
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version on businesswire.com: https://www.businesswire.com/news/home/20240617732373/en/
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