Mystery Shopper service rolled out by TTNG
More than 50 members of the 950-strong Travel Network Group have signed up for its new ‘Mystery Shopper’ service, launched earlier this month.
The free initiative is open to all members across the group, including those trading under TTA, Worldchoice, Worlchoice Plus and Independent Travel Experts.
Members can chose from two versions – one carried out by an individual without industry knowledge, and one carried out by someone with industry knowledge.
Inspections will be carried out by members of the general public, store staff, TTNG head office staff and by an outsourced company.
Although agents will know which month the call will be made, they will not be told the actual date.
"At our conference in Monaco last November we committed to members to offer them a mystery shopper service and the response proves that this is a much-welcomed service," said Lisa Henning, group membership services director.
"The visit will focus on the overall customer experience, type of holiday offered, knowledge of suppliers and information given to the end customer.
"This type of exercise would prove to be far too expensive for members do it alone, so by us carrying out the activity for them, for free and as part of their membership, it’s a great benefit to them."
Members will get a feedback report plus the offer of advice and guidance on how to tackle any issues raised.
The service is part of the group’s 2018 Performance Improvement Strategy, which also includes voice analytics technology, due to be rolled out later this year, and Institute of Customer Service Days.
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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