ALL ABOUT YOU — MYSTERY SHOPPER
42%
THISWEEK’S WINNING AGENT
No winning agent ✗
None of the three consultants offered a good enough service to be this week’s winning agent.
SCORINGSYSTEM 50%
Advice and product knowledge
25% 15%
10%
TIME OUT
Customer service
External/internal appearance
Overall experience
Any agency that keeps Mystery Shopper waiting for 15 minutes without acknowledgement will fail to score!
Co-operative Travel 87 FRANCE ROAD
I was acknowledged after a minute or so but then left to wait for 20 minutes until an agent became available. The agent who eventually served me was friendly and personable but wasn’t enthusiastic about my request. I was asked basic some questions but the agent showed no knowledge about this
38 •
travelweekly.co.uk — 21 August 2014
type of holiday and made no real effort to find out more. I was given a brochure but disappointed not to be offered further details or recommendations. I tried to prompt the agent by saying I was looking to book that day but nothing further was offered. I left the store feeling very frustrated.
Thomson ROWLAND HILL CENTRE
This shop was clean and tidy and all members of staff looked very presentable. I was acknowledged by an agent straight away but was left for a long time while they finished off something in the bureau de change. Eventually, after 10 minutes, another agent came to assist me. This agent was friendly and seemed quite enthusiastic about my plans. I was asked some basic questions and the agent did a bit of research online as they didn’t have any knowledge of Christmas market breaks. I was given brochures featuring coach trips to
markets – but no quote. The agent made a small effort to find out some information for me, but it was clear a lack of knowledge made the consultant
Thomas Cook 24 VICAR STREET
39%
I was offered help at once by a friendly agent. However, after learning about my holiday requirements the agent seemed doubtful about their ability to assist. I wasn’t asked any questions other than where I wanted to go and what I wanted to do. The agent responded by saying they couldn’t
recommend anywhere because of a lack of knowledge about Christmas markets. I was given brochures but no follow-up was offered. I was surprised no effort was made to encourage me to book. There were no other customers in the shop at the time, so I felt more assistance could have been offered.
unsure about providing a recommendation. I got the impression that unless I wanted to book a simple package holiday, this agency could not help.
36%
MYSTERY SHOPPER
This Week: Kidderminster, Worcestershire Wanted: Five days in Germany for Christmas markets
A couple want to visit a German city with excellent Christmas markets this winter. They would like to stay in a centrally-located hotel for five days. Budget: £1,250. Verdict:None of the three agents provided any recommendation or quote and all lacked knowledge of this sort of break. Very disappointing.
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