Survey results are always interesting and we know that they only paint some of the picture. Take the new study from GBTA Foundation and HRS, for example, which shows some inconsistency even from the same interviewed group of people.
Around half of travellers think their employer's travel policy is mandated and half think they are guidelines, while 90% claim that they know the travel policy. But in the same survey, only 36% of travel managers said policies are mandated.
There are a few ways you could read between those lines but to me, it indicates that travellers think travel managers are stricter than they actually are. And, as we repeatedly hear, there's a communication breakdown somewhere. I've written before about travel managers as trusted brands and it ties in with being focused on the traveller.
It's something that Greg Acha, global process owner — travel and expense at Stanley Black and Decker has come across. "Travel managers are seen as dark and restrictive so they [travellers] don't like communications. I have changed the way the travel manger is viewed by being more approachable so they can trust me that it [the policy/travel programme] works," he recently said on the ACTE stage.
Acha has helped remove friction and suspicion by creating a travel group in Salesforce's Chatter platform, which also acts as an on-going survey, and holding his own travel show where travellers and suppliers can meet to share issues directly.
The GBTA/HRS report had highlighted that many travellers like face to face communication, especially the younger generation. That shouldn't be a surprise - everyone who starts their first 'proper' job wants to know as much as possible and meet whoever they can in the first few days.
But there is a breakdown here again. More than half (54%) of travel managers told GBTA/HRS they hold an in-person meeting annually but only 20% of travellers attended or remember going to one.
In addition, another survey released by International SOS and Control Risks found 49% of travel managers think educating travellers about risk is their greatest challenge, yet 59% of travellers are sharing their itinerary with friends and family and 54% research threats in destinations.
It is clear more trust needs to be built both ways. Acha and Microsoft's Julia Fidler have found success in offering the chance for two-way communication and giving travellers tangible, simple information. Some of the answers to your challenges may lie within the travellers themselves.