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Service level agreement results for travel management services

Information on how providers have performed against their service level agreement targets in each quarter.

The tables on this page are updated quarterly to reflect how providers are performing against various measures included in their service level agreements. If your experience with a supplier doesn’t reflect these results, email us.

Accuracy of domestic bookings

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Accuracy of short-haul and long-haul bookings

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Timeliness of calls

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Email response time

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Emergency after-hours handling

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Online booking tool availability

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Customer satisfaction

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Explanation of the different measures

Accuracy of domestic bookings

Domestic bookings for the participating agency are accurate and complete.

Accuracy of short-haul and long-haul bookings

Short-haul and long-haul bookings for the participating agency are accurate and complete.

Timeliness of calls

Calls from participating agencies are answered within 60 seconds.

Email response time

Emails from participating agencies that require a response are answered for domestic, short-haul and long-haul enquiries within two hours.

Emergency after-hours handling

Calls outside of business hours (from participating agencies) are responded to within 10 minutes and meet the caller’s needs. This relates to after-hours emergency situations.

Online booking tool availability

The provider's online booking tool (OBT) is available to participating agencies (functional, and with no system upgrades or maintenance) between 7am and 7pm.

Customer satisfaction

We use the Net Promoter Score (NPS) to measure how satisfied participating agencies are with our services. NPS ranges from –100 to +100, with higher scores indicating greater satisfaction. The industry benchmark is +35 and reflects results across a broad range of organisations. We consider this performance measure achieved when our NPS reaches +40 or above, indicating that agencies rate our services highly in comparison to the wider industry.

Commercially sensitive content

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