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Defining a Successful Digital Roadmap with User Feedback

Marc Worrall General Manager Digital Services

18,000 people Exclusivity

650 stores 11 million

23 UK Airports 35 Destinations

•  Thomson •  First

Choice •  Falcon •  Crystal Ski

•  Thomson Airways •  3rd Party Airlines – Easy jet, Thomas Cook,

Norwegian

•  Sensatori •  Holiday

Villages •  Sensimar

•  TUI Discovery 1 & 2 •  Thomson Dream •  Thomson Celebration

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•  Online Customer Feedback

•  Campaign Surveys

•  Customer Satisfaction

•  Data

Software Issues

Customer Struggles - Usability

Customer - Requirements

Manage Incidents – Customer Communications

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Survey’s & Campaigns

Cruise Exit Survey

Angry 11%

Sad 7%

Neutral 17%

Happy 44%

Love 21%

How was your website experience? – per rating

How likely are you to recommend us to your friends or family?

TUI GROUP | Group Marketing | PowerPoint Template | June 2015

Defining and Agreeing the Roadmap

How we prioritise

Customer Satisfaction &

Feedback

Business Value

Brand

Legal

TUI GROUP | Group Marketing | PowerPoint Template | June 2015

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“It is really not easy to easily

identify where free child places are

available.” “I would like to see a filter choice on 'Free Child Places' instead

of having to scroll through all the hotels

looking for them”

“great website - easy to find my way around. but plenty of practice as I'm

always looking. One thing I do struggle with is finding FREE child

places”

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FREE CHILD PLACES STILL AVAILABLE FOR SUMMER 17

WHO’S GOING ON HOLIDAY? 1 3

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WHEN WOULD YOU LIKE TO GO?

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Further Integrations

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Web Hero Banners

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Thank you very much.