Travel service makes strides with customer experience surveys

An online travel agency was recently able to improve its processes following months of customer satisfaction research.

An online travel agency was recently able to improve its processes following months of customer satisfaction research.

Plano, Texas-based Rovia is a travel agency that offers research and booking, as well as realtime air, hotel, car, cruise, vacation and condominium services, according to its website. Its Global Distribution System is a booking engine that sets the company apart, since it relies on direct vendor feeds and contracted rates.

Rovia recently conducted a two-month study that measured customer satisfaction with its online booking engine. The company compiled information based on surveys, customer support calls, customer emails and online chat sessions.

As a result, President Mike Putnam explains that Rovia's customer satisfaction levels now top 99 percent.

"No company is without problems now and then, especially in the turbulent travel industry, but we feel that this (99 percent) is an extraordinary statistic," said Putnam. "We are proud of our leading-edge technology and customer support teams across the world."

He added that due to the feedback provided by consumers, Rovia's service is now considered one of the best in the industry.