J.D. Power: Consumer Satisfaction Rises When Customers Book Through A Travel Agent

by Richard D’Ambrosio
J.D. Power: Consumer Satisfaction Rises When Customers Book Through A Travel Agent

Travelers are happier when booking cities like Austin, TX, through agents. Photo: Argash

In a first-of-its-kind study, in which travelers provided feedback on their recent trips to America’s 50 most popular destinations, J.D. Power found that trips booked through a traditional travel agent generate a higher level of satisfaction than those that are not.

Assessing the customer experience based on six factors—activities; cost and fees; food and beverage; infrastructure; lodging; and travel/arrival—J.D. Power found that travelers rated their satisfaction at 845 on a 1,000-point scale when booking with an agent, a significant 5% increase over the 805 rating they gave to trips booked through other channels.

The 2016 Destination Experience Satisfaction Study ranked 50 cities, and found Las Vegas earned the highest index score, 827. Other high-ranked cities in the West include Oahu, Hawaii, with a score of 813, and San Diego with 812; in the Southwest, Austin, TX, earned a rating of 818, Dallas scored 811 and San Antonio, TX, scored 807; and in the South, Orlando topped the scoring with 815 points, followed by Miami and New Orleans in a tie at 814.

New York City was the highest Northeast/Mid Atlantic city, with a score of 805, followed by Boston with 789. Not a single Midwest region city scored above 800; tops there were Columbus with 799, Kansas City with 791 and Indianapolis with 789.

In other findings, J.D. Power reported that business travelers tend to be slightly more satisfied than vacationers (806 vs. 795, respectively). Satisfaction in the travel/arrival factor is higher among business travelers than among leisure travelers, because road warriors are more experienced travelers, J.D. Power proposed.

The 2016 Destination Experience Satisfaction Study is based on responses gathered between February and July 2016 from more than 26,000 travelers who visited a U.S. metropolitan area between December 2015 and July 2016. J.D. Seven percent of survey participants booked through a travel agent.

 

  8
  0
Tip of the Day
Daily Top List

Best New York Pizzerias According to Reviews

1. SottoCasa Pizzeria

2. Song’ e Napule Pizzeria

3. Juliana’s Pizza

4. Numero 28 Pizzeria

5. San Matteo Pizza Espresso Bar

Source: TripAdvisor

TMR THIS WEEK
http://services.travelsavers.com/AMGService.svc/REST/GetImage?ImageID=dab35eef-ff9e-e811-853f-782bcb667b27

FOMO Strikes Again! Yep, They Booked It Without You

Should you resist the temptation to unfriend or confront them? Hear the advice of agents who have been there and know how best to handle these unfortunate, but all-too-common scenarios.

TMR Recommendations
Top Stories
Even Small Travel Agencies Can Create an Online Sales Lead Generation Machine
Even Small Travel Agencies Can Create an Online Sales Lead Generation Machine

Digital advertising and content marketing may feel intimidating, but experts and successful agents believe it is both affordable and manageable for most small agencies. Part one of our two-part series.

Study Shows Americans are Leaving Vacation Time on the Table
Study Shows Americans are Leaving Vacation Time on the Table

Coalition research reveals dramatic decline in number of vacation days used, a virtual call to action for travel agents in helping travelers plan ahead to fill them.

Millennials Seek Safety and Convenience for Family Vacations
Millennials Seek Safety and Convenience for Family Vacations

The search for simplification leads one out of three Millennials with children to work with a travel agent to plan their vacation.

How to Become a Travel Agent: A Guide for the Perplexed
How to Become a Travel Agent: A Guide for the Perplexed

Selling travel is not all about free trips — but the hard work can pay off in a career that is rich in adventure and personal relationships, if you start off right.

ASTA Rebrands and Reorganizes, Drawing NACTA and Smaller Members in Closer
ASTA Rebrands and Reorganizes, Drawing NACTA and Smaller Members in Closer

The NACTA name will go away as members are folded more into the mainstream of its parent organization, and ASTA rebrands from “Agents” to “Advisors.”

For Special Needs Travelers, Travel Agents Can Make All the Difference
For Special Needs Travelers, Travel Agents Can Make All the Difference

Accessible travel is on track to soon account for 25 percent of the overall travel market, as aging Baby Boomers with disabilities retire — and they have the desire and the money to travel.

News Briefs
TMR Report Cards
Advertiser's Voice
Advertiser's Voice: Norwegian Cruise Line