Customers
Corporate Responsibility/Customers
Approach to dealing with customers
We are constantly engaging with our customers to gain a deeper understanding of their opinions and to ensure that each of our businesses maintain high levels of customer satisfaction. Comments from customers are obtained via frontline employees (agency sales representatives, tour leaders, couriers and PGL centre staff), customer feedback questionnaires, customer insight teams and focus groups. These are reviewed regularly and trends are identified.
Customer related risk
Customer service and satisfaction: Poor customer service and satisfaction provided by any of our businesses could impact their future demand levels. Call centre staff receive regular coaching on sales performance and all businesses monitor closely the customer service questionnaires and hold regular customer focus groups. Couriers, tour leaders and PGL centre staff receive extensive training to ensure our customers receive high levels of service during their holiday.
Consumer demand and health, safety and security are considered principal risks to the Group and are covered on page 13 of the Business and Financial Review in the 2009 Annual Report 2009
Opportunities to enhance value
Product development: Feedback from our customers helps to identify new product development opportunities. For example the Camping Division’s customer feedback questionnaires identified demand for Greece and Denmark as new destinations. As a result, in 2010 the Camping Division will trial these locations.
We are constantly engaging with our customers to gain a deeper understanding of their opinions and to ensure that each of our businesses maintain high levels of customer satisfaction. Comments from customers are obtained via frontline employees (agency sales representatives, tour leaders, couriers and PGL centre staff), customer feedback questionnaires, customer insight teams and focus groups. These are reviewed regularly and trends are identified.
Customer related risk
Customer service and satisfaction: Poor customer service and satisfaction provided by any of our businesses could impact their future demand levels. Call centre staff receive regular coaching on sales performance and all businesses monitor closely the customer service questionnaires and hold regular customer focus groups. Couriers, tour leaders and PGL centre staff receive extensive training to ensure our customers receive high levels of service during their holiday.
Consumer demand and health, safety and security are considered principal risks to the Group and are covered on page 13 of the Business and Financial Review in the 2009 Annual Report 2009
Opportunities to enhance value
Product development: Feedback from our customers helps to identify new product development opportunities. For example the Camping Division’s customer feedback questionnaires identified demand for Greece and Denmark as new destinations. As a result, in 2010 the Camping Division will trial these locations.
