New Research: Companies Overlooking Employee Experience When Evaluating Corporate TravelBy Kathleen Burns, published on Nov 22, 2019
Most companies focus on financial data to measure the success of their corporate travel programs, but they could be missing the bigger picture.
Optimizing corporate travel programs is critical to maintaining your bottom line, but another important metric often falls by the wayside: traveler experience. Your employees’ feelings about traveling for business offer important insight into their productivity and job satisfaction. However, a new report from the Association of Corporate Travel Executives and BCD Travel reveals that the majority of companies prioritize financial metrics over traveler experience.
The most popular metrics for measuring business program success included spend and savings numbers (91%), booking statistics (84%), and policy compliance (83%). Meanwhile, only 52% of managers said they think including more holistic data, like trip success, traveler friction, and traveler engagement would help them understand traveler needs better.
It’s understandable that managers are more hesitant to include holistic data in the measurement of success — it’s harder to quantify. Even figuring out how to measure and track such a subjective metric can be a major challenge. Over 40% of respondents said the greatest challenge to measuring employee experience during business travel is that holistic quality management data is difficult to measure accurately, and 29% noted that the data is often fragmented. So what’s the solution? This report identifies a need for agreed upon definitions, organizational baseline numbers, and benchmarks. And some of the best ways to accomplish this are through regular internal audits, as well as meeting with suppliers, travel management companies, and internal stakeholders to keep everyone on the same page.
This study outlines an industry wide need to adjust and transform the way organizations measure the quality of travel programs and, fortunately, it includes some solutions. Read the full report here.