Given the high customer acquisition cost in the highly competitive online travel industry, establishing & nurturing customer loyalty can lead to higher profits.
The Before State
Insights into extent of customer loyalty in the OTA space was limited and the levers available to move customer loyalty were not known.
Identified the drivers of NPS by performing text mining on post purchase surveys and quantified the influence of NPS drivers on customer loyalty using regression approach.
The After State
Based on NPS drivers analysis, company revised hotel ratings, sorted and re-focused marketing promotions, which resulted in 15% increase in repeat transactions from existing customers.