ttglive.com
mystery shopperknowledge
This week’s contenders: high street v internet Midlands Co-op
Thomson 128 Abbey Street
The branch was clean and tidy and I was welcomed by a consultant
who quickly established what I wanted. However, they did not engage me as they searched and at times the process was uncomfortable as they made a long phone call without any explanation or attempt to chat while they waited for someone to pick up. They were also unsure as to howto add train tickets. I did not feel confident in their ability. But they eventually found an option that matched my needs, within budget.
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First impressions Sales process Product match Incentive to book
8 Newdegate Street
All three agents welcomed me. I was instantly made to feel like
a valued customer as I was offered a hot drink to warm up from the cold outside. As the agent searched they explained their reasons behind their actions and how I would benefit. The hotel was well located and I was shown more pictures in a brochure. The theatre tickets were also explained and I was shown seating plans. Optional extras were also suggested such as a sightseeing bus. I was im- pressed with the experience.
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First impressions Sales process Product match Incentive to book
This week’s winner: Thomson
Claire Beck from First Choice Coventry Hypermarket was covering at Thomson Nuneaton
Hoteldirect.co.uk was difficult to navigate and I could not find what I needed. The agent at Midlands Co-op did eventually find a product, but by that point I had lost faith in their ability to find an accurate quote. Both Thomson and
Showandstay.co.uk had a good product and an excellent customer experience. However, Thomson would have won my booking due to the personal touch they offered; I left feeling like I had made a friend. Claire offered two nights’ B&B at the NH Kensington arriving February 11, with train tickets and two Mamma Mia tickets, for £470 with Superbreaks.
nextweek
Mystery Shopper goes to the south
This site came early on in the search results. It was also
brightly coloured and easy to navigate. There were several options offered but the process was quick and logical. There were several filters to select the best hotel and the site also offered many additional extras such as pre-theatre dinner to make the trip more enjoyable. I was able to put together a package that met my needs entirely and easily within budget. I found the whole process to be an excellent experience.
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First impressions Sales process Product match Incentive to book
showandstay.co.ukShow and Stay
Hoteldirect.co.ukHotel Direct
This was a sponsored website and stood out on the search page. I found the
homepage very confusing to navigate. There was lots of information in varying colours which made it difficult to pick out and select the different pieces of information. There was a minimum number of prompts and no function to add travel or add extras. Only brief information was offered on the properties and few photos. The website was confusing and offered few choices. It was a shame that it couldn’t match my needs.
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First impressions Sales process Product match Incentive to book
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