p44 MS Sept4 1/9/09 14:03 Page 45
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomas Cook Peter Goord Travel Tropicalsky Kenwoodtravel
9, Old Town St 443 Crownhill Road
Tropicalsky.co.uk Kenwoodtravel.com
I was not The store was I selected this I selected this
immediately clean and tidy, website because website as it
acknowledged, and a friendly it was colourful, was one of
but all of the consultant dealt well designed and the highest
consultants were with my enquiry immediately. appeared to be easy to navigate. sponsored links on a Google
busy with customers. However, I was asked lots of questions I called a consultant who was search. First impressions, the
I was quickly offered assistance and the agent continued to helpful and friendly. I was website was not particularly
unprompted. I was updated on enquire about my preferences prompted to give lots of detail outstanding but it was
their progress throughout the as they searched, which about the holiday I wanted. functional and I entered
booking so I felt involved. ensured I felt involved They located a property in details about my preferred
They also kept conversation throughout the booking. Ocho Rios which they said was destination and dates. I called
flowing so there was never a The holiday that was found excellent, although it was over a consultant who found a
lull. I was delighted with the ticked all the boxes and came budget by £60. There was no five-star, all-inclusive property
holiday as it matched my within budget. I was also attempt to add any extras, within budget. However, the
needs. The agent said they had offered insurance which but I would recommend this agent said they were not
stayed at the hotel and it was would have taken the final company to friends and family allowed to email a quote to
excellent, which was reassur- amount slightly over budget, because of the agent’s attitude me, which was disappointing.
ing. It included insurance and so I was given a brochure to towards my enquiry and the They also made no attempt to
an overnight stay in London. take away. professional-looking website. sell any extras.
✔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: Thomas Cook
Kenwoodtravel.com’s reluctance to send quotes via email put me off
next
booking, while the price at
Tropicalsky.co.uk was slightly over budget.
week
The consultants at Peter Goord were good, but I would have given my
booking to Thomas Cook, whose agents were more welcoming. Janet’s
attitude was exemplary, which made me feel valued. I was offered seven
Mystery Shopper goes
to the south-east
Janet Palmer at
nights’ all-inclusive at the five-star Hotel Riu Palace Tropical Bay in Negril,
Thomas Cook
flying from Gatwick on February 1, 2010, costing £2,396.99 in total,
provided exemplary
customer service
including insurance and an overnight stay in London.
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