Medway Travel enewsletter December 2009

November 2009 Quality Survey

Once again we very much appreciate the trouble taken by those many clients of the 250 contacted, who kindly responded to our request to complete our November 2009 Quality Survey. The results have been carefully analysed and will be a useful guide to our future development. 

Before going into the detail, I am pleased to announce that Alison of Sevenoaks was the lucky prize draw winner of a £50 Marks and Spencer Christmas hamper. Congratulations Alison and better luck next time to all those other kind responders who were not so lucky this year!

For the last few years we have run the same questionnaire and the results have been very consistent. However, I am pleased to say, this year we have edged slightly ahead.

Responders were asked to score a number of aspects of our service on an advised scoring scale of 1=unacceptable, 5 = good and 10 = excellent. (for the actual survey, please click here.  The results gave a score across all responders and all 14 elements of our service, of 9.26. This compares with 9.10 in 2007 and 9.18 in 2008 – so we are making headway even though it gets progressively more difficult the nearer we get to 10!

Corporate Travel

Perhaps the most satisfying aspect in the results is the tight range within which all the scores lie. The two lowest average scores were given to “Our quotes are competitive / good” and “Our accounting procedures are accurate and helpful” each of which scored an average of 8.4.

All others elements were given an average score over 9.0, with the highest going to
• “Our response is friendly and cheerful” at 9.73,
• “Our staff are knowledgeable and friendly” at 9.64 and
• “Our travel documents are accurate and informative” at 9.52.

In addition to the quantitative analysis, many of our respondents were generous in their appreciative comments. For example one respondent said:

“I am very pleased to say that I have no suggestion on how to improve general performance of Medway Travel, every enquiry or actual booking has been dealt with efficiency, friendliness and we always feel that we get the best possibly price available.”

And another:

“I have always had superb service and have particularly appreciated the pro-active approach, searching out deals that will be useful to us. All arrangements have always worked beautifully.”

Leisure Travel

We are please to see a very similar result applying to our leisure travel services as to that above. The overall score across all 12 elements of the service was 9.03 out of 10. with the range even narrower than in corporate travel.

• The highest was “our staff are knowledgeable and friendly” at 9.4, and
• The lowest was “our quotes are competitive and good value” at 8.5.

We would therefore encourage everyone who has not yet tried our leisure service – which specialises in carefully researching and giving detailed professional advice about alternative solutions to creating your ideal holidays, to do so. You will be glad you did!

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Far from making us complacent however, these results spur us all on to even greater effort and we will be trying to raise the scores of those elements of our service which scored less than 9.0 this time, to achieve 9.0 or more across the board in our next survey!

Thank you for your interest and support.

Paul Julius

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