Tour operator

For an overseas tour operator, we acted as a mystery visitor reviewing the total client journey - from this process of appointment, to the development of itinerary, to being met at the airport, to being transported to and between hotels, to being tour guided, and finally to being transported back to the airport.

As a result of our activities, we were able to highlight the several for improvement. The overall service functioned well, but was less than superb in several aspects that really mattered. The challenge was ensuring that the locally based individuals were not only well intentioned, but really understood the needs of their very discerning Western European consumers who formed the prime target market of the tour operator. Unless these issues were addressed the quality would be perceived as satisfactory, but not sufficiently special to engender the enthusiastic advocacy and unprompted word of mouth referral that the tour company sought.