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HOW ARE TRAVEL MANAGERS CURRENTLY TRACKING PROGRAMME QUALITY?

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We asked travel managers what they would ideally want to measure and compared it to what they are currently measuring. We found that metrics such as trip success, traveller engagement, and traveller friction are crucially underutili­sed. For example, while nearly two-thirds of those surveyed would ideally be measuring trip success rate, only 6% of travel managers are currently measuring it. This is a clear indication that despite recognisin­g their importance, there are specific barriers that might be preventing travel managers from evaluating these metrics.

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