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What are the key factors for online travel agencies when seeking return customers? Clear, succinct information on your website and knowledgeable travel consultants says Holiday Velvet, drawing from conclusions from their customer survey.
Over a two-year period Holiday Velvet, a holiday rental agency with over 6,000 short-term rental properties in their portfolio in locations including http://www.holiday-
“We started the on-line survey as a way of knowing how we could improve our customer service,” says Vanessa de Souza Lage, co-director of Holiday Velvet. “The results have confirmed that customers appreciate a combination of concise web content and knowledgeable travel consultants.”
Just over 90 percent of people that took part in the survey said that the information contained on the Holiday Velvet website was sufficient enough for them to take the decision to book, whilst over half of the participants greatly appreciated Holiday Velvet’s travel consultant’s destination expertise, efforts in finding them the most suitable holiday rental and promptness in answering queries.
Holiday Velvet’s booking vouchers, which customers receive via email after they have paid the deposit or the full amount for the vacation property, were praised for their ease of use by over 90 percent of participants. Holiday Velvet’s on-line booking vouchers gives details on local contacts, check-in times and even local by-laws regarding holiday rentals.
“Most importantly for us, over 85 percent of participants said they would re-book with http://www.holiday-
Two hundred people participated in Holiday Velvet’s survey, which was carried out over a six-month period through the website www.questionpro.com
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