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Agents can now rate service at Kuoni

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System will rate booking experience with tour operator
Agents will be invited to rate their booking experience with tour operator Kuoni, following the introduction of a feedback system for the trade. The operator has been using a Net Promoter Score to measure customer satisfaction for two years, and is now extending it to agent partners.
The system measures brand loyalty by asking whether or not the user would recommend the brand to a friend or colleague. A screen will be installed in the operator’s head office so the team has almost instant feedback from agents.
“Every month we’ll send out 1,200 emails to agents who have made an enquiry or a booking, asking three key questions, on service, product and pricing,” Kuoni’s head of trade sales in the UK, Amanda Darrington, revealed to TTG. “If one of our trade sales teams scores really well, we’ll celebrate that, and if the score is low, we’ll address that too. We’ll also follow up with the agent who gives those scores.
She added: “This is a tangible way of measuring and improving the way we support our agent partners.”
Managing director Derek Jones said that Net Promoter Score had already proven a successful concept for consumer customers. “We don’t just do NPS for those that book with us, but also those that just make an enquiry. An NPS score over 50 is considered to be excellent, but ours this year is 80, up from 76 last year.”
TTG Digital
[pictured: Kuoni flagship store, Zurich; photo courtesy Kuoni]

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