Members of The Travel Network Group are increasingly satisfied with the consortium, according to independent research.
The parent of Worldchoice, the Travel Trust Association and Independent Travel Experts has subjected itself to an annual survey by the Institute of Customer Service (ICS) since 2015.
This year agent members gave the group a customer satisfaction index (CSI) of 87.5, up from 83.9 last year and 76.1 in its 2015 audit. The survey quizzed 200 members.
The average CSI for UK organisations was 78.1 and in tourism it was 80.7. ICS considers scores above 80 as “world class”.
Gary Lewis, chief executive of the group, said the consortium had targeted a CSI of 85. “To smash that was fantastic,” he said.
“We still have challenges, but this is an independently validated benchmark about how our members are feeling about us.
“If we can do it for ourselves, we can help our members make that mindset change to obsess about putting their customers at the centre of everything they do. Our members are already doing a lot to look after and retain customers, but getting that extra 10% out of everyone can make a huge impact.”
The CSI benchmarking will be used in member training sessions in London on June 12 and Manchester on June 13 and to market the group to potential members.
Lewis said: “The only differentiator we have to our competitors is our people, our mindset and the breadth of services we offer.”
He added the group was “now a totally different organisation” to the one formed a decade ago when Worldchoice and TTA merged.
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