Homeworking agency Travel Counsellors has extended its customer service rating scheme to its business travel division.
Known within the company as the ‘TC Score’, it has been used by leisure Travel Counsellors in the UK, but will now also determine levels of customer satisfaction within the company’s business travel client base.
It is based on the Net Promoter Score (NPS) system created by business expert Fred Reichheld.
Within seven days of making a booking, each client is asked: ‘How likely is it that you would recommend your Travel Counsellor to your friends and colleagues?’
With the answer scaled from one to ten, the company’s business travel clients will be asked this question once every six months to ensure that customer satisfaction levels remain high.
Steve Byrne, managing director, said: ‘Since adopting the NPS system in 2007 we have constantly achieved a score of over 90%, which is reflected in a 60% level of repeat business for our agents.
‘By increasing the scope of our TC Score scheme to cover business travel our agents can quantify the nature of their client relationships, plus used as a marketing tool the results can help to demonstrate the value of their travel service to new and existing clients.’
The Travel Counsellor with the highest TC Score receives the keys to a new upmarket car at the company’s annual conference.
As last year’s winner with a score of 100%, West Yorkshire agent Julie Moore was presented with a Mercedes SLK convertible in recognition of her hard work and attention to detail.
The TC Score scheme is also being introduced to measure the level of business and leisure customer loyalty and satisfaction within its overseas divisions in South Africa and Australia.