The mystery shopper visited two travel agencies in Southport, Merseyside and requested a two-week honeymoon staying in a spa resort in a quiet part of Bali, including a stopover en route, with a maximum budget of £4,000.
They then made two Google.co.uk searches using the term ‘Bali honeymoon’.
Mystery Shopper said: The Kuoni website appeared at the top of my Google search - it was easy to navigate and used good quality photographs. A freephone number was clearly displayed and there was a live chat facility.
A consultant was very fast to respond and phoned me after my initial online enquiry. She had visited Bali, which gave me confidence. The suggested product was a good match - the Spa Village Resort Tembok was in a quiet area and had a spa, with a treatment included. It was slightly over budget at £4,254 but I was offered an alternative so I could weigh up what was more important - the hotel or my budget.
The consultant congratulated me about my wedding, which added to the friendliness of the enquiry. The website was very professional and so was the consultant - I was impressed with both. I would have booked with Kuoni as the itinerary matched my needs, with a stopover in Singapore, and the hotels were beautiful.
Cheryl McCormick, personal travel expert, Kuoni Liverpool
How long have you been in travel?
I studied international tourism at university, and started working for Gold Medal in 1999. I’ve worked in travel ever since.
When did you join Kuoni?
In July 2011.
Have you been to Bali?
Yes, once and I’d love to go again. It’s my favourite place in the world, so it was lucky the mystery shopper spoke to me.
Why do you love it so much?
There’s something really special about it - it’s very pretty and cultural too.
Where did you holiday last year?
I went to Antigua - the year before I did quite an intense trip to India so I really wanted to lie on a beach for a week!
What’s the most important thing when you sell honeymoons?
Couples want plenty of options, and the hotel room is very important too. They often want the best room and the best views.
|TTG has teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTG by React Surveys, and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winneris the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.|