A 94%+ satisfaction score, every quarter.
After a poor experience with a previous TMC, the client switched to Balboa — and a quarterly traveler survey has shown 94%+ satisfaction every period since.
Executive SummaryThe client previously partnered with a TMC that delivered poor service and a frustrating traveler experience. They needed a partner capable of maintaining exceptionally high service levels, providing solid technology and reporting, and enforcing strict policy compliance. Balboa deployed a dedicated account team and rigorous operational management to overhaul the program — and the results have held quarter after quarter.
The Balboa Solution
- Designated account team providing personalised, high-touch support.
- Operational excellence across both online booking tools and full-service reservations.
- Program management with transparent financial reporting and seamless policy integration.
How we measure it
To ensure continuous quality, the client implemented a quarterly survey to gather direct feedback from travelers and stakeholders.
94%+ satisfaction maintained across every quarter of the agreement.
Drastic improvements in traveler peace of mind and experience.
Higher compliance with corporate travel policies and financial tracking.
“The agents are excellent. They are friendly, good listeners, and very patient as they work through things with you.”
