OTT’s January Client Insight survey revealed some fascinating results and comments - and a prize win for one lucky travel community member.
We sent out the survey to travel professionals during December 2017 and January 2018. We will be publishing more details in a future edition of OTT Highlights, but key findings included high user satisfaction scores for the platform plus a continued spending commitment towards online product training.
The survey revealed a high Net Promoter Score (NPS), a metric used by Fortune 1000 companies to measure loyalty between consumer and provider and correlate this with revenue growth.
NPS scores consider whether survey respondents are ‘detractors’ or ‘promoters’ and a positive score above 50 is said to be excellent. OTT gained an NPS of 76 per cent from respondents to the Client Insight survey, a similar score to other online businesses such as Amazon.
We also found that over the next three years, 66 per cent of respondents believed their spend on online product training would remain the same, while 27 per cent believed their training spend would increase.
OTT Founder and Managing Director Julia Feuell said: “OTT would like to say a big ‘thank you’ to everyone who took the time to respond to our Client Insight survey. We are delighted with our net promoter score, encouraging feedback on the OTT platform and hearing how clients are using it as a tool to engage with the wider travel community. We will be acting on all of these results and comments and using them to improve and enhance the OTT platform.”
Survey respondents were entered into a prize draw to win an Amazon Echo voice controlled smart speaker. The lucky winner was Joanne Peters from Lotus, representing the Palladium Hotel Group. She was thrilled with her prize:
“Wooo hooo, I have just made myself dizzy from spinning around on my chair,” she says. “The lovely Matt from OTT has just called to say I have won an Amazon Echo for completing a survey. Thank you for helping to promote our agents’ loyalty programme, Palladium Connect and for the online training courses for Hard Rock Tenerife when we first opened. Thanks to everyone at OTT."