p34-35 MS Apr10 7/4/09 10:41 Page 35
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomson First Choice Madukha Tours & Safaris
Safari.co.uk
19/21 Gordon Street 140 Proven Walk
Africansafariair.com Safari.co.uk
The branch was I pulled a ticket I selected this The sponsored
busy as I entered, from a machine website as it link offered
but I was offered which assigned offered combined tailor-made
assistance imme- customer packages of safari tours to Kenya.
diately. The con- assistance and and beach stays. I completed The website was
sultant was personable and waited for more than 10 the comprehensive online colourful and easy to navigate,
customer-focused, asking minutes before being dealt booking form with my but it lacked an online search
several questions to under- with. When I was seen, the enquiry and received a response facility for a particular holiday
stand why my preference lay agent asked questions about the same day. An attractive as it was online enquiries
with Kenya. They established my pastimes, likes and dislikes solution, which demonstrated only. The questionnaire was
a rapport while they searched but there was little attempt experience and knowledge of comprehensive and well
for an appropriate holiday. to build a rapport. It felt like safari/beach holidays, was structured to deliver a holiday
They discounted a holiday they were going through the offered within budget. They that would meet my require-
which came within my budget motions. I was offered a safari were also the only agent to ments. Unfortunately a
and I was offered premium in Tanzania, despite asking for offer a connecting flight from return email advised me
seat upgrades. I was encour- Kenya, although it came Glasgow to Heathrow. Disap- that they would not be able
aged to book based on limited within budget. No extras were pointingly, I wasn’t encouraged to help on my budget as their
availability. The whole offered but I was encouraged to book and the service felt less 14-day holidays started from
experience was enjoyable. to book. personable being email-based. £15,000.
✔First impressions ✘ First impressions ✔First impressions ✔First impressions
✔Sales process ✘ Sales process ✔Sales process ✔Sales process
✔Product match ✘ Product match ✔Product match ✘ Product match
✔Incentive to book ✘ Incentive to book ✘ Incentive to book ✘ Incentive to book
This week’s winner: Thomson
The waiting system at First Choice left a lot to be desired and four customers
next
in front of me left without being served. The consultant was polite but
week
disinterested.
Safari.co.uk could not provide a holiday within budget, but
responded quickly. Madukha Tours & Safaris also replied quickly and their
correspondence assured me of their expertise. However, I was not directed
Mystery Shopper goes
Steven McLean
provided excellent
anywhere to view properties. Steven at Thomson delivered a professional
to the north-east
personable service
and went the
service. He had seven nights’ all-inclusive at the Baobab Beach Resort, with a
extra mile week Best of Kenya safari tour, departing Gatwick on April 5, 2010, for £8,800.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64