The Travel Network Group members sign up to ‘mystery shopper’ initiative

More than 50 of 950 The Travel Network Group members have signed up to take part in a new ‘mystery shopper’ initiative started by the consortium.

All members across the group, including those that trade under TTA, Worldchoice, Worlchoice Plus and Independent Travel Experts, can sign up for the free service.

Members are offered two versions – one which is carried out by an individual without industry knowledge, and one conducted by someone with industry knowledge.

Agents will be told what month the call will be made but they will not be aware of the actual date.

They will receive a comprehensive feedback report from the visit and the group will also offer advice and guidance on how to approach any issues raised.

Group membership services director Lisa Henning said: “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.

“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.”

Chief executive Gary Lewis added: “The initiative is very much a key part of our 2018 performance improvement strategy, which offers member three major initiatives, including voice analytics technology, Institute of Customer Service days and this mystery shopper offering.”

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