The document is a survey report on travel services from 2012. It provides general satisfaction levels which were high at 82% but also identifies opportunities for improvement. It analyzes satisfaction across different regions, travel frequencies, gender and management levels. Key service dimensions that drive satisfaction are also examined along with specific feedback on certain travel services. Detailed questions help evaluate aspects like care for customers, ethics, flexibility and professionalism.

1. GLOBAL SERVICE CENTER
SURVEY
Travel services report
2012

2. 2
Table of contents
Response rate
Service Quality Model
General satisfaction
Dimensions analysis
Open comments
Specific services
Detailed questions

3. 3
Response Rate

4. 4
Sample representativeness

5. 5
General
satisfaction

6. General satisfaction
6
The bottomline

7. General satisfaction distribution
7
82.0% (83.7%)
5.1% (3.5%)

8. General satisfaction average
8

9. General satisfaction average by regions
9

10. General satisfaction average by travel frequency
10

11. General satisfaction average by mgr level
11

12. General satisfaction average by gender
12

13. Service dimensions
13
The satisfaction drivers

14. Dimensions average
14

15. Gaps Vs. others
15

16. Dimensions by region
16

17. Dimensions by mgr level
17

18. Dimensions by travel frequency
18

19. Dimensions by gender
19

20. Dimensions weights
20

21. Specific travel services
aspects
21

22. Specific services average
22

23. Specific services average by region
23

24. Specific services average by mgr level
24

25. Specific services average by travel frequency
25

26. Specific services weights on satisfaction
26

27. High Low map
27

28. Open comments (Click on image in slide show mode)
28

29. Detailed questions
29

30. Care for the customer
30

31. Ethics
31

32. Flexibility & Openness
32

33. Good manners
33

34. Professionalism & Effectiveness
34

35. Responsiveness
35