Best Measurements of Travel Program Success Are “Crucially Underutilized,” Says Report
By Harvey Chipkin
The metrics best positioned to evaluate the success of the entire business travel experience are misunderstood and, as a result, “crucially underutilized,” according to a new report from the Association of Corporate Travel Executives (ACTE), in collaboration with BCD Travel. The report, “Quality Management in Business Travel 2.0,” found that the most popular forms of measurement are spending and saving (used by 91% of travel buyers) and booking statistics (84%). However, buyers want a more holistic view of their programs, with 52% saying measuring factors like trip success and “traveler friction” can help their organization better understand traveler needs, as well as improve services (47%) and policy compliance (37%). Miriam Moscovici, senior director, research & innovation at BCD Travel, said that unlike traditional, financial measurements, these types of metrics pose a unique challenge for travel buyers because they are subjective and there isn’t a single industrywide definition for them. Overall, the study found that travel managers are deeply committed to improving their travel programs, and generally agree on where they want to go – but they still need help on how to get there. The key to overcoming barriers to change, said the report, is collaboration and consensus-building.