marketingSkift··1 min·For: Owner, GM, Marketing, Ops, Revenue
Why 'Unsatisfied Booking Rate' Matters for Travel Platforms
Asian travel platforms are shifting from a 'search and buy' model to real-time discovery, making the 'unsatisfied booking rate' a vital metric for measuring holistic customer experience.
Key Takeaways
- 1Monitor the 'unsatisfied booking rate' to evaluate the entire customer journey from ease of use to fulfillment and redemption.
- 2Prioritize reliability and friction reduction in the booking process before investing in secondary features.
- 3Shift service models to anticipate traveler disruptions by proactively reaching out before the customer experiences a problem.
Source: Skift
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