Quality Survey Results
In our view, the standard of service quality can only be determined by the level of quality as it is perceived by clients. so every 6 months we carry out a survey to find out how our clients regard our service.
We have always found the response to be most helpful in guiding our decisions, as we strive to make our service ever more valuable to all our clients.
In the latest survey, some 200 questionnaires were sent out to the staff of our corporate clients with whom we work, and yet again, the responders were most generous with their marking and comments.
We are delighted that again in June 2007 the average score clients gave us in response to our asking them to mark us out of 10 for 16 elements of our service was 9.1. The scale we asked responders to use, was 1 = unacceptable, 5 = good and 10= excellent, so the averaging across the board rating by our clients was over 80% of the way between good and excellent.
Whilst we take some pride in this, we are by no means complacent. Whilst 13 of the 16 elements taken individually had an average score of over 9, three were between 8 and 9. These were our (a) forex service, (b) our accounting and (c) the provision of the best travel solution for your trips on the first telephone call.
Taking each of these in turn:
a) The forex service is out-sourced and we are looking to see how that may be improved.
b) Accounting: The comments in the "free text" box suggested that a few clients did not fully understand the statutory requirements laid down by the CAA regarding the issue of ATOL receipts or that due to the payment terms laid down by the airlines, we have no choice but to raise invoices on issue of tickets, irrespective of the date of travel.
c) We like to provide a solution on the first call, and we are always looking to up-date our technology to enable our consultants to research every alternative quickly and efficiently, but there are still times when some additional research can pay dividends in identifying the very best fare for the trip.
On the other hand, we were delighted that the top scoring elements included
· Our Staff are knowledgeable and friendly with 96.4%
· They are friendly and cheerful 94.5% and
· Our quotes are accurate at 93.6%.
Client Concern Reporting
Our client concern reporting procedure records the details of every known concern, whether reported by the client, or thought by a member of our staff possibly to have caused concern.
We have been keeping careful track of these for over 5 years, and our latest moving five half -year total shows that there has been a concern of some description known to us (sometimes resolved by us without the client realising it was an error, corrected in the nick of time) on only 3.7 per one thousand bookings, due to a Medway Travel fault. This compares with our first half 2007 figure of 3.6 per thousand. In addition to this, concerns reported by clients about travel vendors they have used for a trip amount to 4.8 per thousand.
Thus in the last half year, less than 1% of trips we have organised have been the subject of any sort of service quality concern. Our next target is to get this down below 0.5%!
Let us know what you think!
If you have any concerns about our service or that of any vendors we have arranged to serve you, please do let us know! If you were to keep it to yourself, you would be denying us the opportunity both to try to alleviate the problem and to ensure that no one else experiences a similar situation.
Similarly if you have any ideas as to how we could do better, we would dearly like to have the opportunity to benefit from them, so please let us know!
If you would like to complete one of our Quality of Service Questionnaires, please click here.
