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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
First Choice Thomas Cook On The Beach Malta Holidays
41, King Street 6, High Street
otbeach.com Malta-holidays.org.uk
The shop was well This was a nice, This site looked This well-designed
lit and clean, and bright store and attractive and website featured
a friendly agent the consultant straight-forward useful links to
greeted me when greeted me in a to use. The search more destination
I entered. They asked several cheerful manner. I was asked facility was also simple. It information. However, the
questions about the holiday a few questions and while they quickly produced results for search option could have been
I was looking for and then searched they chatted about Malta and decent photos of more flexible as it didn’t offer
carried out several searches on the areas of the country they the destination. Most hotels alternatives when my search
their computer. I was shown had travelled to themselves. had video reviews and a for 10 nights came back saying
brochures in order to see the Despite trying hard, the agent location map. I was able to nothing was available. I tried
hotels which the computer could only find seven and 14- find a 10-night holiday staying seven nights and only one
flagged up. Despite their best night breaks. Five-star proper- at a five-star resort with access four-star hotel appeared.
efforts, the agent could only ties were also too expensive to a private stretch of beach. There were no five-star proper-
find holidays for seven or 14 but they managed to find four- The quote was over budget but ties either. I didn’t feel much
nights, and four-star hotels star hotels within budget. In- only just, and while cheaper information was provided about
within budget. I was offered surance and car parking was options were available, the the hotel, and what was offered
car parking and insurance also offered. I was impressed hotel’s location justified the was over budget. The price
within the quote. I was by their knowledge and will- extra cost. I could also select also increased when I went to
encouraged to book that day. ingness to help and be flexible. which room and board type. book but didn’t explain why.
✔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: On The Beach
Both agents in First Choice and Thomas Cook were friendly and helpful but
next
could not find a five-star hotel for 10 nights. My first impression of Malta-
week
holidays.org.uk was positive but it was difficult to find a suitable holiday
and the information provided about the hotel was limited. By contrast, I
could not fault
otbeach.com. It was able to match my requirements and at
Mystery Shopper goes
On The Beach
matched all of the
a competitive price. The site also looked professional, giving me confidence
to the north-east
mystery shopper’s
needs – and at a
to book. I was offered 10 nights’ B&B at the Radisson Blu Resort & Spa in
competitive price Malta, flying from Gatwick on June 3, 2010, costing £1,477.44 for two people.
15.01.2010 31
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