SPEAKING OUT
BT Member Survey
Ken McLeod – Corporate Director, Advantage
Overview
Current status of membership
Awareness of Advantage offering
Future requirements of members
Analysis
December
 71% member response rate
February

3 BT Forums
April
 Report to conference
Importance rating - topics
1.
2.
3.
4.
5.
6.
7.
8.
Recruitment
Training
Communication
Products
Global Reach
Disaster Recovery
Insurance & Bonding
Technology
Recruitment
Barrier to recruitment - cost of utilising a recruitment
company.
Recruitment
Barrier to recruitment - lack of available staff
Training
 Advantage offered 23 separate training modules in 2011
 270 staff trained in-house in 2011
 All Fares and Ticketing courses sold out with 100% rating
 Fares courses rated 100% as important or very important
 Soft skill courses rated as 77% important or very important
Communication
 89% of members read Key2Advantage monthly publication
 Business Travel Preferred Supplier emails rated 95%
 Business Travel + Focus Newsbites rated 94%
 Focus Partnership Magnificent 15 rated 94%
 Fares Specials communications rated 86%
Communication – Advantage events
1.
2.
3.
4.
5.
6.
7.
8.
Focus Champions Conference
BT Forums
Ad hoc seminars
Advantage Conference
Hotel Hero Events
Supplier networking events
Advantage BT only Dinners
Advantage Member Dinners
95%
90%
86%
85%
83%
82%
75%
62%
Air
Air
Air sales :-
£889 million
Expected annual growth :-
7.3%
1st Quarter actual growth : -
8.0%
Rail
Rail
Car hire
Ancillary
Hotel
Advantage Corporate Hotels
GDS rate codes used by members
Advantage Corporate Hotels
 Hotel payments are settled by



On Departure
Billback
Prepaid
40%
33%
22%
 75% of members charge for billback
 58% of members promote leisure travel to their corporate clients
 Half of the remainder would consider offering leisure to their
clients
Traveller Preferences
Free Wi Fi
24 hour security
Early/late check in/out
Onsite restaurant
Business centre
Airport transfers
Fitness centre

85%
55%
45%
35%
22%
20%
5%
Courtesy of Business Travel Show
M.I.C.E.
Only 7% of the members’ total business is attributed to
the M.I.C.E. sector
This predominantly involved Meetings & Conferences
rather than Incentives and Events
Global reach
33% of members require overseas TMC partners
Requirement
 Fares & Ticketing
 Ground Arrangements
 Account Sharing
 RFPs
92%
81%
57%
52%
Disaster recovery
 28% of members do not have a disaster recovery plan in place
 Of those that do not currently have a plan in place 44%
require assistance in this area
Insurance and Bonding
 73% of members have a bond requirement

ABTA
31%

ATOL
21%

ATOC
15%

IATA
14%
Other services
 Consultancy Services









HR
Legal
Tax
Accountancy
Finance
Mobile Technology
Marketing
Brokering
Business Diagnostic
Systems - GDS
Most important requirements when changing GDS
 Quality of the Product – 78%
 Financial Benefits – 67%
 Pricing – 63%
 Contract Renewal Date – 31%
 Enthusiasm for change – 25%
Systems
 Back Office System


15% of members are considering changing their back office
28% of members are considering upgrading their back office

Only 41% use this product


69% of members use an SBT
6% of bookings are made using an SBT
 Quality Control Product
 Self Booking Tool
Service Level Agreements
All
Some
None
12%
69%
19%
Social media in corporate travel
Percentage of members utilising social media to
communicate with their corporate customers
23%
Percentage of members utilising social media to interact
with the corporate traveller
27%
Technology for the future
MOBILE !
“everyone wants mobile technology, but nobody knows what
they want to do with it”
Mobile
th
10
March
2012
Mobile
25 billionth
Apple app was
downloaded
Mobile
Mobile
315 million
iPhones, iPads
and iTouches
40 million apps
downloaded
every day
Developers
receive 70% of
revenue
400 apps
created every
day
Average of
£5,000 per
app
Mobile - Google Wallet
Survey
Summary