Customer Satisfaction Soared Amidst Virus, Shows Global OTAs how to Handle Customers

March 21, 2020

Despite a total loss of RMB31 billion in GMV from booking cancellations, continues putting its customers first by offering complete consumer protection policies including fast and generous refunds, while providing cash flow support for its hotel partners. The result was customer satisfaction hitting an all-time high even though the Company's customer satisfaction score was already higher than the industry average prior to the virus outbreak.

Sources: Chnbrand, Zero One

When the pandemic fades, we believe's Net Promoter Score rising further, potentially translating to higher customer engagement and retention rates.

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