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Medway Travel enewsletter February 2010
Analysis of Client Service Concerns
A message from our Managing Director, Paul, on our current performance...
As you know, we treat every report of any client concern regarding any aspect of their travel experience with which we have played a part, as a valuable opportunity from which to learn for the future.
The issue may be about the performance of a travel vendor, in which case we try to obtain compensation or at least an apology, with a view to ensuring the vendor is properly aware of the problem.
Alternatively it may result from an error in our own office – we are all only human, after all! But, rather than try to hide it or make an excuse for it, as some organisations would, we explore in depth how or why it occurred and extract as much from the experience as we can. Not only do we then try to identify improvements in our procedures or the need for some additional formal training, but we also communicate with the client, outlining our findings and actions. Of course, we also apologise for any inconvenience/stress the issue may have caused, as we well understand how tough it can be on a busy traveller when any aspect of their travel arrangements, does not go according to plan.
One advantage of treating Client Concerns so seriously is that we have data to analyse. This is followed avidly by our staff, who are proud of their record and are always trying to improve on the last results.
Because (thankfully!) the numbers are so small, our trend data is based on half yearly figures, and I am pleased to announce that the 2nd half 2009 figures show a pleasing improvement on the first half, as follows:
Client Concerns resulting from:
A Vendor fault : 5.2 per thousand bookings (down from 6.5) – ie 0.52%
A Medway Travel fault : 4.2 per thousand bookings (down from 4.9) - ie 0.42%
These figures show that over 99% of the bookings we made in the second half of 2009 were free of any reported concern or error and that this rises to over 99.5% when considering those resulting solely from errors made by Medway Travel staff.
These figures include Medway Leisure Travel and our accounts department, as well as our corporate travel department, so you can, with great confidence, rely on a very high quality of service, when you place your travel in our experienced hands.
WPJ
01/02/2010
