TUI Travel PLC was a British leisure travel group headquartered in Crawley, West Sussex. The company was formed on 3 September 2007 by the merger of First Choice Holidays PLC and the Tourism Division of TUI AG, which owned 56.4%. The company operated in 180 countries and claimed 30 million customers.
The company was listed on the London Stock Exchange, and was a constituent of the FTSE 100 Index. TUI Travel merged with its German parent in 2014 to form the TUI Group.
|Key people||Friedrich Joussen (Chairman) Sir Michael Hodgkinson (Deputy Chairman) Peter Long (Chief Executive)|
|Products||Passenger transport, travel agency, accommodation|
|Subsidiaries||Thomson Airways Thomson Holidays|
|Revenue||£15,051 million (2013)|
|Headquarters||Crawley, England, UK|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Travel and Hospitality / Other is 51.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If TUI sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of TUI with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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