Business travel satisfaction: Millennials vs. Generation X

woman with headphones sitting at desk using a computer

07/02/2018

Everybody has different travel preferences, however when it comes to business travel satisfaction, different generations sometimes tend to meet in the middle. According to a study from the Global Business Travel Association (GBTA)1, research shows millennials and Generation Xers travel preferences when it comes to taking a business trip. Let's take a closer look at the results of the millennial and Gen X participants and discuss how they compare:

Millennials

According to the Pew Research Center, millennials (anyone born between 1981 and 1996) became the largest generation in the labor force, making up 35 percent of the working population. This means a great percentage of business travelers are now made up of millennials. Companies that work to better understand their employees' preferences while traveling can enhance workers' overall satisfaction with the business. In terms of booking, tracking and reporting and productivity during travel, here's what the report had to say about millennials' satisfaction levels:

Booking

  • Variety of suppliers - 81 percent impact, 74 percent satisfaction
  • Booking travel on a third-party site - 74 percent impact, 72 percent satisfaction
  • Booking by calling a travel management company (TMC) - 73 percent impact, 70 percent satisfaction

Tracking and reporting

  • Submitting expenses via computer - 87 percent impact, 76 percent satisfaction
  • Keeping track of receipts electronically - 83 percent impact, 76 percent satisfaction
  • Submitting expenses via expense software - 78 percent impact, 73 percent satisfaction

Productivity during travel

  • Getting through airport security - 78 percent impact, 75 percent satisfaction
  • Taking a taxi or private chauffeured car - 76 percent impact, 75 percent satisfaction

Gen Xers

Generation X (anyone born between 1965-1975) makes up about 33 percent of the workforce, coming close behind millennials. These individuals have been a part of the working world longer, but they are more likely to retire sooner. Because Gen Xers still make up a large part of the workforce, companies must continue to meet their travel preferences and needs to keep them satisfied. Based on booking, tracking and reporting and productivity during travel, here's what the report had to say about Gen Xers satisfaction levels:

Booking

  • Ease of making changes - 97 percent impact, 68 percent satisfaction
  • Booking by emailing a travel management company (TMC) - 89 percent impact, 62 percent satisfaction
  • Booking by calling a travel management company (TMC) - 89 percent impact, 60 percent satisfaction
  • Booking via travel management company (TMC) - 88 percent impact, 65 percent satisfaction
  • Booking on a third-party site - 85 percent impact, 66 percent satisfaction

Tracking and reporting

  • Submitting photos of receipts - 96 percent impact, 72 percent satisfaction
  • Submitting expense reports via computer program - 95 percent impact, 71 percent satisfaction
  • Using a personal credit card - 90 percent impact, 68 percent satisfaction
  • Submitting paper expense reports - 89 percent impact, 68 percent satisfaction

Productivity during travel

  • Taxi or private car - 86 percent impact, 74 percent satisfaction
  • Riding on a train - 75 percent impact, 72 percent satisfaction
  • Taking a ride service - 74 percent impact, 69 percent satisfaction

For many businesses, retaining employees and understanding worker satisfaction within the company can be a struggle. While business travel is often looked at as a luxury for employees, a better understanding of their travel preferences based on such generational differences may help improve employee satisfaction, reduce turnover rates and enhance the overall quality of the company.

Sources:

1 "Traveler Satisfaction: Exploring the Generational Divide in Business Travel," AmexGlobalBusinessTravel, Sept. 2016, www.amexglobalbusinesstravel.com/content/uploads/2017/12/Business-Traveler-Satisfaction-The-Generational-Divide.pdf. Accessed 17 July 2018.

 

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The information contained here is provided by Brafton. AIG Travel assumes no responsibility for the use, accuracy, or interpretation of the information contained herein.