The mystery shopper visited two travel agencies in Yeovil, Somerset, and requested a seven-night beach break to Croatia in July for two adults and one teenager, with a budget of £2,500.
They then made two Google.co.uk searches using the term ‘Croatia half-board beach holiday’.
3b Union Street
Mystery Shopper said: I was given a warm and friendly welcome and made to feel at home straight away. The consultant was smartly dressed and chatty and set up a good rapport with me immediately. They admitted to knowing little about the destination, but made me feel confident in their abilities by giving me brochures to look through while they researched online and phoned operators to get the latest prices. I felt they put a great deal of effort in, and we discussed several options. The consultant printed out a variety of quotes to look at. We settled on Verudela Beach & Villa Resort in Pula, on a half-board basis, for £2,283. I didn’t feel pressured into booking and two days after my enquiry, they called to ask if I’d had further thoughts, and to say that other customers had since asked about Croatia, so they had now thoroughly researched the destination. The service here was outstanding and I had great fun chatting about the holiday.
Hays Travel, Yeovil
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 winner is 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.