Flight Centre
Contents
Executive Summary 1
Findings 2
Discussion 4
CONCLUSION 7
Recommendation 7
Implementation 8
References 8
Executive Summary
This report contains analysis on Flight Centre’s customer experience survey conducted in Australia. The report has been divided into three main sections. The first section lists the important facts, findings from the case study. This is further elaborated to list key challenges faced by Flight Centre. Based on the facts and key challenges alternative solutions have been provided in the second section. Final section of the report mentions the recommendations and implementations for the company to improve the current situation.
Flight Centre is one of the largest and most successful travel booking agencies. First Flight Centre store was opened in 1982, the current number of stores in Australia is more than 680.
The company’s vision is to be the most successful travel company, delivering best possible experience to its customers and partners
Objective of Flight Centre
1. Providing amazing travel experience at best prices
2. Providing excellent customer services with highly trained experts
Findings
Flight Center conducted a customer experience survey for 219 Australian stores, 9058 survey responses were collected. The survey results provided in the case study have been analyzed in this document.
Facts from the case study are listed below:
1. Willingness to recommend - The metric represents likelihood for customers recommending Flight Centre to friends or family.
This metric is reported as the highest as well as the lowest contributor to the revenue growth of the company. Highest 25% of stores in top performers reported Revenue growth of 1.17 which is six times when compared to lowest rated (Revenue growth 0.21) stores and approximately twice when compared to the mid rated stores (Revenue growth0.62). The study also reveals that there isn’t much difference in the number of top and bottom performing stores.
2. Service quality -
Executive Summary 1
Findings 2
Discussion 4
CONCLUSION 7
Recommendation 7
Implementation 8
References 8
Executive Summary
This report contains analysis on Flight Centre’s customer experience survey conducted in Australia. The report has been divided into three main sections. The first section lists the important facts, findings from the case study. This is further elaborated to list key challenges faced by Flight Centre. Based on the facts and key challenges alternative solutions have been provided in the second section. Final section of the report mentions the recommendations and implementations for the company to improve the current situation.
Flight Centre is one of the largest and most successful travel booking agencies. First Flight Centre store was opened in 1982, the current number of stores in Australia is more than 680.
The company’s vision is to be the most successful travel company, delivering best possible experience to its customers and partners
Objective of Flight Centre
1. Providing amazing travel experience at best prices
2. Providing excellent customer services with highly trained experts
Findings
Flight Center conducted a customer experience survey for 219 Australian stores, 9058 survey responses were collected. The survey results provided in the case study have been analyzed in this document.
Facts from the case study are listed below:
1. Willingness to recommend - The metric represents likelihood for customers recommending Flight Centre to friends or family.
This metric is reported as the highest as well as the lowest contributor to the revenue growth of the company. Highest 25% of stores in top performers reported Revenue growth of 1.17 which is six times when compared to lowest rated (Revenue growth 0.21) stores and approximately twice when compared to the mid rated stores (Revenue growth0.62). The study also reveals that there isn’t much difference in the number of top and bottom performing stores.
2. Service quality -
References: Flight Centre, 2015,Flicht Centre travel group, viewed 25 may 2015,<www.fctgl.com/investor-and-media/governance/code-of-conduct> Michael Baker (2003). The marketing book. 3rd ed. Great Britian: Elseveir Science. 285 Pricing strategies, 2015, Business and industry portal May2015,<www.business.qld.gov.au>. Mars-library, 2015, Marketing mix in marketing strategy: Product, Price, Place and Promotion, viewed 3 June 2015, < www.marsdd.com/mars-library/the-marketing-mix-in-marketing-strategy-product-price-place-and-promotion> Learnmarketing,2015,Pricing strategy experts, viewed 4 June 2015, <www.learnmarketing.net/product.htm>