Customer Experience Report

Customer Experience Report

Learn how TUI quantifies customer experience to predict revenue growth


It’s clear that exceptional digital experiences (and as a result highly engaged customers) are vital for success in the competitive online travel landscape, with highly engaged customers being 4 times more likely to refer brands to their friends, family and connections.

With over 80% of holiday bookings happening online, improving digital customer experience is a vital objective for TUI. To achieve this objective, TUI partnered with Station10 and Decibel to explore Digital Experience Score (DXS), a metric for measuring customer experience online.

This report details the journey taken by TUI, Station10 and Decibel which resulted in a model that enables TUI's digital team to improve customer experience and predict revenue growth.


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