p36-37 MS Apr24 21/4/09 14:42 Page 37
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v Teletext
McNeill Worldwide Thomson Virginholidays Co-op Travel
421 Lisburn Road Ards Shopping Centre, Newtownards
Virginholidays.co.uk Co-op Travel (Teletext)
The consultant I was offered This website I called the
appeared very a hot drink was easy and number
knowledgeable while I waited quick to use. advertised
and asked and was then The search and spoke to
several relevant looked after by facility enabled a friendly
questions to determine my three staff. Lots of questions the user to input their consultant who offered to
needs. They kept conversation were put to me and the con- basic details but not special call me back rather than
flowing as they searched their sultants made recommenda- requirements such as kids’ keep me holding. They queried
database and explained what tions from their experiences. facilities. However, I was specific details but didn’t
they were doing throughout. I However, the staff then began provided with a large question whether I had resort
was offered only two options discussing my needs between selection of hotels to choose requirements. One property
but was made to feel that both them, rather than asking me from that fell within my was suggested but little
were perfect solutions. The directly. Despite this, a good budget. Options to upgrade information was given about
holidays were under budget product was found which seats on the flight and the it. The consultant quoted the
and I was encouraged to matched all of my needs and hotel room were also offered. lowest price of all the channels
upgrade to a larger, seaview budget. Insurance and room The properties’ facilities but no extras were offered. I
suite for a little over budget. upgrades were offered as were made clear and I was was not encouraged to book
Connecting flights from extras and flexible deposit able to quickly find one with but was advised to call back if
Belfast were also offered. options were mentioned. a kids’ club. I needed more help.
✔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: Co-op Travel
The service in McNeill Worldwide was the best, but on this occasion that
next
would not have been sufficient to clinch my booking as the price quoted by
week
Co-op Travel through Teletext was almost £400 or more cheaper than the
other three channels for the same property. The consultants in McNeill and
The price offered
Thomson went to great lengths to find the best price, but could not match
Mystery Shopper goes
by the consultant
at Co-op Travel was the Co-op.
Virginholidays.co.uk’s website was particularly easy to use.
to the south-west
the deal clincher
for this week’s
The Co-op offered seven nights’ all-inclusive at Almond Beach Village for
mystery shopper
two adults and two children, departing Gatwick on February 6, for £4,640.
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