Travel Agents & Operators  
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Business Performance & Customer Opinion

 

U.K. Targets     UNITED KINGDOM    

Travel Agents & Tour Operators Handbooks

 

Travel Agents & Tour Operators

This Handbook gives specific survey and other information on the named Company and Office and includes data on the Company's Clients (Private / Business / Institutional), Products & Services, Competitors and Competitive Situation, Comparison with other company offices and the Company's Operational and Business Performance. The data is given in tabular and numeric form and comprises of some 220 pages.

 

1. Comparative data on the company's main competitors in the area. (a / b / c / d / e)

This section analyses the named company's performance with that of up to 15 general competitors.

2. Comparison of the office's Performance in comparison to other company offices. Comparative Regional data for Products & Services. (a / b / c / d)

This section analyses the named office with up to 15 other company offices and/or with comparative regional data.

3. Business Performance data on the company's most important operational activities.

Point-of-Sale & Information / Marketing & Advertising / Enquiry Handling / Quotations & Scheduling / Personal Contact & Handling / Preparation of Itineraries / Client Handling / Print & Documentation / Ticketing / Tour Operations & Planning / Group Activities / Business Travel Handling / Pricing & Offer Procedures / Scheduling & Pricing Transmission / Client Contact & Up-dating / Financial Services / Corporate & Business Operations / Miscellaneous Travel Agent Operations.

4. Client Opinion data on the company's most important products and services. (a / b / c / d)

Business: Air Tickets / Independent: Air Tickets / Package: Air Tickets / Railways / Shipping / Transportation / Inclusive Tours / Package Holidays / Business: Accommodation / Independent: Accommodation / Package: Accommodation / Car Hire / Travellers Cheques - Coupons - Bonds - Vouchers / Hotels / Camps & Resort Holidays / Specialist & Study Holidays / Special Purpose Travel / Miscellaneous Travel Agent Products.

5. Company's Staff Perceptions of the company. (e)

 

6. Abuse of Position

Firms which abuse their position in the market or which use their position to gain an unfair or immoral advantage are covered in this section.

 

The above data is given as a matrix with EACH of the items (a) - (e) listed below.

(a) PRIVATE CLIENTS: Satisfaction with the company's service quality; Satisfaction with service availability; Satisfaction with existing services; Satisfaction with existing company; Satisfaction with the company's customer handling; Satisfaction with customer contact; Satisfaction with existing methods of business handling & services offered; Satisfaction with the company's terms of trading; Satisfaction with the company's documentation, document presentation & print; Reaction to the company's customer handling; Reaction to the company's marketing activities.

(b) BUSINESS CLIENTS: Satisfaction with service quality; Satisfaction with service availability; Satisfaction with existing services; Satisfaction with existing company; Satisfaction with customer handling; Satisfaction with customer contact; Satisfaction with existing methods of customer handling, timing and services offered; Satisfaction with terms of trading; Satisfaction with documentation, document presentation & print; Reaction to sales promotion activity.

(c) BUSINESS DECISION MAKERS: Person/s deciding if the company is used. Person/s initiating decision to increase levels of business. Person/s initiating decision to introduce new products or services. Person/s deciding what products / services are to be used. Person/s evaluating service business needs. Person/s evaluating the companies + services available. Person/s surveying or vetting companies. Person/s approving / authorising transactions. Person/s negotiating terms with the company. Person/s evaluating the company's services costs. Person/s evaluating the companies / services / products available. Person/s preparing specifications for services used. Person/s deciding if services are appropriate. Person/s setting or altering levels of business. Person/s making decisions to use competitive company/s. Person/s monitoring results of services purchased.

(d) PRIVATE + BUSINESS CLIENT OPINIONS: Client Confidence: Managers + Office + Specialist Staff/ Documentation/ Advertising. Reputation: Company + Office Level/ Managers + Office + Specialist Staff. Staff Efficiency: Company + Office Level/ Managers + Office + Specialist Staff/ Documentation/ Problem Solving. Staff Performance: Company + Office Level/ Managers + Office + Specialist Staff/ Documentation/ Client Handling. Staff Integrity: Company + Office Level/ Managers + Office + Specialist Staff. Truth & Honesty: Company + Office Level/ Managers + Office + Specialist Staff/ Advertising & Promotions. Written Communications: Company + Office Level/ Managers + Office + Specialist Staff/ Contractual. Verbal Contact: Managers + Office + Specialist Staff. Client Handling: Company + Office Level/ Managers + Office + Specialist Staff. Client Complaint Handling: Company + Office Level/ Managers + Office + Specialist Staff. Client Problem Solving: Managers + Office + Specialist Staff. Staff Comprehension of Product: Office + Specialist Staff. Client Awareness: Company + Office Level. Staff Awareness: Office + Specialist Staff. Client Product Confidence: Company + Office Level. Client Service: Company + Office Level/ Managers + Office + Specialist Staff/ Documentation. Initial Client Response: Company + Office Level/ Office + Specialist Staff. Information for Clients: Company + Office Level/ Managers + Office + Specialist Staff. Promotional Activity: Company + Office Level. Advertising Posture: Company + Office Level. Documentation: Company + Office Level. Client Confidence: Office + Company Level. Credibility: Advertising/ Documentation/ Specialist + Office Staff + Managers/ Office + Company Level.

(e) COMPANY'S OWN STAFF SURVEYS: Reactions to the company's marketing activities. Satisfaction with existing software & materials. Satisfaction with existing back-up & company facilities. Satisfaction with existing methods of accounts & business handling. Satisfaction with quality of the workplace & terms of employment. Satisfaction with ability and expertise of fellow staff & line managers. Satisfaction with quality & specifications of products / services sold. Satisfaction with equipment & systems. Satisfaction with company's customer handling policy. Satisfaction with staff's technical & other assistance received. Satisfaction with company's technical documentation / instructions. Satisfaction with Senior Management.

220-330 pp. Price: £595  Delivery: 24 hours

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