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BARCELONA, Spain, June 18, 2024--(BUSINESS WIRE)--eDreams ODIGEO (‘The Company’), the world's leading travel subscription platform and one of Europe’s largest e-commerce businesses, today announced that it has achieved record customer advocacy and satisfaction levels following the pivot to a subscription-led model. This is supported by millions of data points, including customer related KPIs1 that are included in the Company’s Non-financial Statement that is independently verified by external auditors, ensuring a robust and comprehensive representation of the business’ customer base.
This milestone reflects the success of the Company’s 3.5-year strategic roadmap, initiated in 2021. The plan focuses on expanding Prime as the leading global subscription platform that offers travellers convenience, flexibility, cost-effectiveness and AI-tailored travel plans – a unique proposition in the travel industry. Now in its final fiscal year, the strategic roadmap is set to conclude in March 2025. The results underscore the growing importance of subscriptions as a primary model of retailing and evidence strong consumer demand and satisfaction rates:
- Overwhelming customer satisfaction confirmed by 1.5 million surveys
A vast sample of 1.5 million post-assistance customer surveys carried out throughout fiscal year 2024 revealed that 9 out of 10 customers reported being very satisfied or satisfied with the service received. While the Company strives for 100% customer satisfaction, the improvements implemented have already delivered remarkable results. This customer related KPI1 is included in the Company’s Non-financial Statement that is independently verified by external auditors.
- Prime members: A highly engaged and satisfied community of travel subscribers
The Company’s Net Promoter Score (NPS), an industry-standard metric for customer advocacy, has improved by 52% among Prime members since 2021. This survey is based on thousands of monthly responses. Additionally, the booking repeat rate among Prime members has surged by 41% since 2021, with Prime members now booking 3.8 times more frequently than non-subscribers, reflecting that Prime members are a highly engaged community of travellers who value the benefits of the travel subscription model.
- Superior ratings on external platforms
Data publicly available on external platforms also validate the ever-increasing customer advocacy and satisfaction rates achieved by eDreams ODIGEO. The Group’s leading travel agency brands eDreams, Opodo, and GO Voyages now boast a 4.4 out of 5-star and an ‘Excellent’ rating on Trustpilot, significantly surpassing competitors in the online travel sector, after growing a remarkable 26% since the strategic roadmap was unveiled. This rating, based on a large sample of customer reviews, positions the eDreams ODIGEO brands well ahead of other online travel agents, which have an average rating of 2.0, and airlines, with an average of 1.5.