Business challenges
The Internet as a sales and information channel, plus the growth of low cost airlines, has impacted all areas of the commercial travel industry. Consumer understanding, customer satisfaction and brand differentiation are key in a crowded and competitive market.
Who we help
- Airlines
- Airport operators
- Rail companies
- Tour operators
- Tourism agencies
How we help
We work with travel companies to enable them to retain a competitive edge,
both online and offline. Specific services we provide include:
- Online channel development i.e. website usability and effectiveness
- Customer satisfaction
- Usage & attitudes - identifying market threats and opportunities
- Advertising effectiveness
- Brand evaluation and tracking
- Marcomms development
Case studies
Ongoing customer understanding
| Client | easyjet |
| Objective | Understand the needs and attitudes of the customer base, in areas such as travel experience, online ticket purchase, brand development, communications development |
| Solution | A long term, ongoing online research community (V-World) |
Technology development
| Client | British Airways |
| Objective | Explore attitudes to proposed technological developments |
| Solution | A short term online research community (V-Discussion) |
Website development and visitor profiling
| Client | A rail company |
| Objective | Understand the profile of visitors to the company's website, plus behaviour and attitudes, in order to guide ongoing development |
| Solution | Website visitor survey (V-Survey) to understand visitor profile, plus face-to-face groups (V-Groups) with consumers and trade to explore current website perceptions and areas for improvement |
