MakeMyTrip
makemytrip.com ↗In their words
“For airport transfer use case, we had entered into an exclusive partnership with BluSmart offering, customers 100% electric hassle-free guaranteed and on-time pickup and drop experience at Delhi Airport.”
“We measure our CSAT, we measure our NPS on that. And we continue to keep improving that experience because the device is already there.”
“Our NPS on holidays is steadily increasing, which will improve our repeat rate in the business. Our business continues to grow well driven by a strong demand and expansion of supply with the total number of average daily bus services on the platform…”
NPS disclosures (10)
We measure our CSAT, we measure our NPS on that. And we continue to keep improving that experience because the device is already there.
Our NPS on holidays is steadily increasing, which will improve our repeat rate in the business. Our business continues to grow well driven by a strong demand and expansion of supply with the total number of average daily bus services on the platform…
…the customers, which helped drive growth in longer advanced purchase bookings. goStays, which is our flagship program for certified budget hotels are now contributing to over 40% of the overall budget volume with much better customer experience and NPS.
For airport transfer use case, we had entered into an exclusive partnership with BluSmart offering, customers 100% electric hassle-free guaranteed and on-time pickup and drop experience at Delhi Airport.
This is a silver lining, as operators have shown interest in new fleet addition for the first time since March 2020 and August well for both inventory expansion, as well as improvement in Net Promoter Score.
So we are seeing now positive growth in NPS and that resulting into repeat, both for GoStays like we called out over a thousand GoStay hotel properties as well as the overall experience both hotel and air.
MakeMyTrip's revamped loyalty schemes target NPS improvement and repeat rates.
I’m excited to share that more than 73,000 have enrolled already in the program and we have seen repeat pays with improved NPS scores from this group.
In addition to experimenting with the moving curetted packages to be bookable online, as a result we saw material improvements in our NPS core within from this business.
During the quarter, we have experimented with zero cancellation program on domestic flights, which was well received and helped to improve NPS score for customers who were offered the option.
Retention disclosures (1)
MakeMyTrip launches in-app travel game show 'MMT Knock-Knock' aimed at driving customer engagement and retention.
Lighthouse companies in Travel, hospitality & leisure
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.