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NUMR recently conducted an NPS® focused survey revolving around online Travel Apps (MakeMyTrip, GoIbibo, Trivago etc) in India. According to a report titled, ‘How does India travel?’ Indian travellers spent almost $94 billion on nearly 2 billion domestic and international trips in 2018. Suffice to say, the Indian travel industry is mushrooming, and online travel apps are easily going to occupy a sizable chunk of this.
Given below is the result of the survey, along with the questions asked.
In terms of NPS,
There is a reason why MakeMyTrip is the leader in this space. Their NPS score is higher than the rest of the market. With little to choose from in terms of offers and deal amongst the various e-travel sites, at the end, it comes down their ability to delight the customer at every touch-point.
-Amitayu Basu, CEO, Numr
The survey was conducted among the inhabitants of Delhi NCR, Mumbai, Bangalore, Chennai, Kolkata, and Ahmedabad. All the respondents were between 25 to 60 years of age, at the time of the survey. The respondents were affluent, and owned personal vehicles. They were also avid moviegoers and extremely aware of the changing technological trends.
*NPS® or Net Promoter Score® is a metric for calculating customer satisfaction and loyalty. It is a proven indicator of Growth. It is based off a single question, that is, “On a scale of 0-10, how likely are you to recommend (a company or a service) to you friends, family or colleagues?” Customers who give a score of 6 or less are called Detractors. Those who give 7 or 8 are Passives where as those who give 9 or 10 are Promoters. The NPS is calculated by subtracting the percentage of Detractors from the Promoters.
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