The mystery shopper visited two travel agencies in Abergavenny, Monmouthshire, and requested a two-week fly-drive for two friends in New Zealand commencing in January 2018, with a budget of £7,000.
They then made two Google.co.uk searches using the term ‘New Zealand fly drive’.
Round the World Experts
Mystery Shopper said: The company was rated 4.7 out of 5 on Google and the site highlighted its New Zealand experts. The layout was extremely clear; it was very easy to navigate and used engaging photos. I was very impressed with the sales process. The consultant introduced themselves and told me they dealt with Australia and New Zealand as they had lived there. They walked me through each point of the holiday, and destinations were discussed and suggested to me. I was asked about my interests and my travel requirements, including my budget. Personal examples were used throughout. I was impressed by the consultant’s knowledge, and they were personable and friendly. The fact that the planned journey was so far down the line was beneficial, I was told, as I would have a better choice of flights. My contact details were taken but I was not emailed a quote.
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.