Ready for group travel?

While we know the importance of satisfying each passenger individually, there is nevertheless a very special passenger profile, which not only wants immediate entertainment, but is itself a direct source of feedback for the company and for the rest of the journey. We are talking about passengers who decide to travel in groups. How does this profile affect your entertainment system ?

Corporate branding

The first aspect to be evaluated from the beginning is the image of your brand. Unlike a passenger traveling alone, who does not have a direct feedback target during the journey, passengers who decide to travel as a group will exchange views from the moment they board the bus. Considering how accessible it is today to publish an opinion in real time on social profiles, it is necessary to take care of the details as much as possible.

Let's put ourselves in the shoes of these passengers for a moment; they will go through several stages:

1. Arrival : As they get on the bus and look for their place, they will notice everything around them.
2. Accommodation : As soon as they can, they are likely to start commenting on the first impression of the trip (other passengers, cleanliness, friendliness of the driver, seat comfort, etc.). If the feedback is positive they will start the journey with a good view of the company.
3. The hour of truth: once seated and accommodated, they must have a quality entertainment offer at their fingertips. If not, the feedback will start to be negative, seriously affecting both their perception of society and their willingness to have a good trip. If, on the other hand, they find a screen with hundreds of hours of entertainment in front of their eyes, success is almost guaranteed. (And we say almost because one of the most important points is missing: quality content ).
4. Fatigue Phase: After some time sitting in their seats, they will start wondering about their level of satisfaction without realizing it. For example: are the seats comfortable? Is the driver doing a good job? Is the entertainment offering good enough to keep consuming content, even if you are tired? If the answer is NO to any of the above questions, it is likely that passengers traveling in groups have started making negative comments about the trip, which may affect the perception of other passengers.
5. Arrival at destination: the satisfaction of this group of travelers will depend on every aspect with which they interacted during the trip. If the trip lived up to their expectations, the group will repeat it, but if, on the contrary, the perception is negative we could not only lose them as customers, but there is also the likelihood that our brand image will be affected to an extent. greater or less.

Mass loyalty

Today, achieving the goal of retaining our passengers is a difficult task, so having the opportunity to satisfy a group of customers traveling together is a unique opportunity. Considering that satisfaction will grow exponentially with the feedback of perceptions, the ratio of “1 satisfied passenger + 1 satisfied passenger = 3 passengers on the next trip” will increase your result even more. More and more groups compare offers before traveling and rely on the opinion of not only 1 satisfied passenger; then a whole satisfied group will increase both your reputation and your ROI (Return on Investment). We are in the midst of the technological age in which any information can go viral, therefore a positive feedback will be a differential factor against the competition on social networks. Can you imagine a passenger getting on your bus and having thousands of followers on social media? If the satisfaction while traveling is good enough to be shared, be sure to give your brand image plenty of exposure. If instead of 1 passenger with this profile, 5 go up, the opportunities are immense.

Improve Group Travel - Increase ROI

Due to the great competition in the industry, it is not enough to make an investment to improve the fleet, it must be done intelligently. When it comes to improving the service, we need to know our strengths and weaknesses in order to enhance or improve them. To do this, you need the right tools to deal with it. We at Azimut have been optimizing our measurement tools for years to get the best feedback, as well as being able to offer the best advice thanks to the best professionals who work for us. Do not hesitate to contact us! Our goal is to offer you the best service.