Business Support Services Hits New NPS High
The travel industry continues to operate in a fast-moving and often unpredictable environment. Demand fluctuates, peak periods arrive quickly, customer expectations for fast, accurate service remain high, and supplier relationships must be managed carefully and consistently. Balancing growth with operational stability has become a key challenge for travel businesses today.
Our Clients Spoke. We Listened.
For our Business Support Services team, partnership runs at the core of how we operate. Every day, our team connects with the world’s leading travel brands, working side by side to support operations, increase efficiency, and help our clients deliver exceptional customer experiences.
That’s why our annual Net Promoter Score (NPS)* means so much to us. It’s direct feedback on how well we’re living up to the trust our clients place in us.
This year, we’re excited to share that our NPS has risen from 79 to an industry-leading score of 84.
The team at Open Destinations show great work ethic and teamwork and are always pushing to improve & expand on the services they provide. – Jet2Holidays
Raising the Bar
This year’s NPS result is a clear reflection of the people behind our Business Support Services operation. The team continues to raise the bar: adapting quickly, strengthening quality, supporting clients through peak periods, and consistently finding new ways to deliver more value.
While we are always looking for ways to improve, this result confirms that our focus on consistency, a collaborative culture, and building long-term client relationships is working.
This year’s NPS result is a direct testament to the dedication and consistency of our Business Support Services team – and a strong foundation for continued improvement. – Dev Pinto, CFO at Open Destinations
Continuing to Build the Service You Need
The increase in this year’s NPS result is something we’re truly proud of, but it’s also a reminder of the responsibility we carry. Our clients rely on us every day, and we are committed to delivering a service that not only supports operations but actively strengthens them.
Open Destination’s Business Support Services is designed to help travel brands scale efficiently without compromising service quality. By working as an extension of internal teams, we provide additional capacity and specialist support across the areas that often create pressure, particularly during peak demand, periods of rapid growth, or when supplier and product changes need to be implemented quickly and accurately.
The quantity and quality of the work delivered every day is always to a very high standard. – Destinations Asia
Behind this score is a highly trained team with a deep understanding of the travel industry, supporting a broad range of functions including contract loading & product management, customer service & digital engagement, and financial administration & support. In practice, this helps our customers reduce operational bottlenecks, maintain service quality and response standards, and keep day-to-day work moving.
A key part of our approach is a strong focus on transparency and trust. We understand the complexities and sensitivities involved in Business Support, particularly in a fast-moving travel environment. By investing in clear processes, strong quality controls, and responsive support structures, we aim to deliver consistent, reliable outcomes: helping to reduce errors, improve turnaround times, and support a high standard of customer service.
*NPS is a widely used measure of client satisfaction and loyalty. It reflects how likely a client is to recommend a service to others – making it a strong indicator of long-term confidence. Scores range from -100 to +100, and a score between 70-100 is considered excellent.
