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Business traveller satisfaction high, research says

Study looked at satisfaction across demographics, experience and generations


September 21, 2016
by Travel Management Canada Staff
Photo: Thinkstock

Photo: Thinkstock

Frequent business travellers are generally a content group with 88 percent satisfied with their business travel experiences and 84 percent that want to travel either the same amount or more frequently.

That’s according to new research released by the Global Business Travel Association in partnership with American Express Global Business Travel. The research explores what drives and impacts travel satisfaction for frequent business travellers by the generations.

The study, Traveler Satisfaction:Exploring the Generational Divide in Business Travel, looked at what drives this satisfaction across workforces that are diverse in demographic, experience and generational differences. It identifies four themes that correlate with business travel satisfaction: booking, productivity during travel, tracking and reporting and personal life. Of these themes, only booking and productivity during travel play a role in forecasting frequent business traveller satisfaction overall. The other two emerged when breaking the data down by generation.

Breakdown by generation
Booking covers everything from the variety of suppliers that travellers can choose from to book and how they are able to book to the ease of making changes to their trip and more. As booking is often a pain point for travellers, having a seamless booking experience drives satisfaction for business travellers of all ages.

Tracking and reporting focuses on variables including methods for submitting expense reports, tracking receipts and use of a personal or corporate card to pay for business expenses. Similar to booking, alleviating this pain point drives satisfaction.

Productivity during travel includes variable like travelling on a plane, renting a car, staying at hotels and enrollment in a risk-based security program like Global Entry or TSA PreCheck. Overall, getting through airport security is an area of frustration for frequent business travellers and tools like Global Entry or TSA PreCheck help to mitigate these hassles.

Personal life influences satisfaction for Baby Boomers. Interestingly, this theme is unique to boomers and did not resonate with Millennials or Gen-Xers.

It’s a challenge for companies to build and sustain a satisfied employee base because of diverse generational needs. Acknowledging that there’s no “one-size-fits-all” solution is a step in the right direction for companies looking to improve employee satisfaction, particularly for employees who travel often.

The findings showed generational differences amongst frequent business travellers, demonstrating that each generational group has unique needs. Companies should focus on supporting the key drivers of employee satisfaction and consider each driver through a generational lens.