The mystery shopper visited two travel agencies in Leeds and requested a relaxing 10-day holiday to Sri Lanka for two friends in February 2016, with a maximum budget of £3,500.
They then made two Google.co.uk searches using the term ‘Sri Lanka beach holiday’
Mystery Shopper said: The website had a very clear layout, the pictures set the mood, and I was offered an immediate option to tailor the holiday to my needs. There was lots of information regarding legal requirements, weather and top-rated attractions. It was easy to navigate between offers, and they were ranked by price. The booking process was easy to follow. There was a clear breakdown of the price, upgrades were reiterated with each step and flight options were clear, with flexibility to change dates. I chose the Cinnamon Lakeside, overlooking Lake Beira, which came in at £2,568 with flights. An option to save the booking in a basket so I could compare it was handy. There were flexible payment options, and an online discount was automatically deducted. As a customer I felt like I was in control of my options. Overall the process was informative and well structured, with great visuals.
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.