As well as being passionate about adventure travel, we’re also militant about excellent service – it’s one of our five brand values. Customer Experience Project Manager Caryn Darley Waddilove is here to tell you just how far our passion for service goes.
At Explore, we’re committed to providing you with the very best experiences, not only on tour but also before you travel and after you return home. In 2016 we joined The Institute of Customer Service, a not-for-profit organisation that helps its members to continually improve their customer service, with the ultimate aim of providing exceptional levels of service for their customers.
As part of this, The Institute helps their members run customer satisfaction surveys that enable its members to understand where their strengths are, and where there are opportunities to improve the service that they are providing. The results also allow members to benchmark their service levels against others in their own industry, as well as companies in other industries across the country.
In June 2017 we undertook the survey for the second year running with a select number of customers that travelled with us over the last year. We received a fantastic response to the survey and wanted to share the results with you.
This year Explore scored an excellent 85.9% on the Customer Satisfaction index; this is an improvement of 1.3% on last year’s score of 84.6%. This puts us above the rest with the tourism sector scoring an average of 80.2%.
If we compared our scores to the latest results of the UK Customer Satisfaction Index run by The Institute – which surveys 10,000 customers nationwide - our score would put us in the top 5 organisations providing an excellent customer service.
With your feedback we’ve been able to identify areas where we need to improve, how we compare to competitors, where we stand against the best and most importantly, see how satisfied you are as our customer. With this information, along with various other tools – such as our pre- and post-trip customer questionnaires, independently-verified reviews, direct feedback and focus groups – we can continue to improve our service to you, our customer.