Travel Apps; MakeMyTrip, OYO, Trivago and more-Which scores the highest in customer satisfaction?

NUMR recently conducted an NPS® focused survey revolving around online Travel Apps (MakeMyTrip, GoIbibo, Trivago etc)  in India.  According to a report titled, ‘How does India travel?’ Indian travellers spent almost $94 billion on nearly 2 billion domestic and international trips in 2018. Suffice to say, the Indian travel industry is mushrooming, and online travel apps are easily going to occupy a sizable chunk of this.

Given below is the result of the survey, along with the questions asked.

PART 1- NET PROMOTER SCORE® OF ONLINE TRAVEL APPS

In terms of NPS,

• MakeMyTrip has the highest NPS, measuring 66.84
• Air Bnb’s NPS was 66.67, while
• Trivago scored 63.51
• Ixigo had an NPS of 62.79, where as
• Clear Trip, 62.07
• GoIbibo’s NPS was 59.6
• Oyo’s NPS measured 48.74, and
• Yatra’s NPS was 42.15

PART 2- TRAVEL APPS MARKET SHARE

Which of these app(S) have you used for booking your travel?

• 71% respondents chose MakeMyTrip which has 23% (the majority) of the market share.
• Trivago and Goibibo (now owned by MakeMyTrip) followed with 14% and 12% market share and 38% and 41% respondents.
• Also, 28% respondents claimed to use Clear Trip for their travel booking needs which occupied 9% of the market share.
• Furthermore, 23% respondents chose Oyo and 24% chose Yatra, both of which managed to hold 8% market share each.

There is a reason why MakeMyTrip is the leader in this space. Their NPS score is higher than the rest of the market. With little to choose from in terms of offers and deal amongst the various e-travel sites, at the end, it comes down their ability to delight the customer at every touch-point.

-Amitayu Basu, CEO, Numr

ALSO READ- OLA versus Uber- What do customers think?

PART 3- TRAVEL HABITS

What do you mostly travel for?
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How often do you travel?
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Listen to Amitayu Basu, CEO, Numr speak about the importance of Net Promoter Score for Travel Apps
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SURVEY METHODOLOGY

Online Panel

SEC A1

The survey was conducted among the inhabitants of Delhi NCR, Mumbai, Bangalore, Chennai, Kolkata, and Ahmedabad. All the respondents were between 25 to 60 years of age, at the time of the survey. The respondents were affluent, and owned personal vehicles. They were also avid moviegoers and extremely aware of the changing technological trends.  

*NPS® or Net Promoter Score® is a metric for calculating customer satisfaction and loyalty. It is a proven indicator of Growth. It is based off a single question, that is, “On a scale of 0-10, how likely are you to recommend (a company or a service) to you friends, family or colleagues?” Customers who give a score of 6 or less are called Detractors. Those who give 7 or 8 are Passives where as those who give 9 or 10 are Promoters. The NPS is calculated by subtracting the percentage of Detractors from the Promoters.

*Net promoter Score® and NPS® are registered trademarks of Bain & Company, Satmetrix and Fred Reichheld