The mystery shopper visited two travel agencies in Ballymena, County Antrim and requested a one-week holiday to Tobago for two people in late May/June, with a budget of £4,000.
They then made two Google.co.uk searches using the term ‘luxury holiday Tobago’.
Mystery Shopper said: The website was near the top of the search results, and stood out as a recognisable brand. It was easy to navigate and the colours were bright. Clickable links provided additional information about each aspect of the trip, and it was clear where there were opportunities to upgrade the experience. I could filter the search results by TripAdvisor rating, which was handy. A seven-day holiday at Coco Reef Resort & Spa met my needs and came in under budget at £3,238. The website clearly detailed the hotel’s facilities and the photographs were enticing. I felt confident booking online, however a phone number was obvious for additional help. The final price included a £53 online discount with no clear expiry date.
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.