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Ways to Gauge Customer Satisfaction as a Travel Agency

When you are deciding how you want to approach seeing whether or not your customers are satisfied with the type of work you are doing, then you need to have some ways that they can share what their experiences were like. There are a number of different ways to do this, and you might choose to employ a number of them in order to get the feedback you need.

Here are some ways that you might want to get to know your customers better so you can serve them the way you want to.

Let them know you will be following up

Before your customers even head out on their trip, you will want to let them know that you will be reaching out when it is over in order to see what you can improve on when it comes to choosing the right airlines, tours, and guides for them. You can also do this over a CRM for travel agencies, which allows you to have more direct communication with your clients, schedule out valuable information, and more.

Include a survey immediately after their trip

You might want to consider having a survey immediately available once the tour is done, or, you can send them an email once you know they have returned safely home. However, you will want to think about making sure that you get it to them promptly after their adventures so everything is still fresh in their minds. From this survey, you can get a clear idea on the areas you can improve and which parts of the trip were organized well. Make sure you do it as soon as you feel comfortable so you get honest feedback.

Follow-up through email

After a few weeks, you will want to make sure that you follow up with your customers whether or not they have filled out a survey. You might encourage them to do so if they haven’t, or ask if you could jump on a quick call to talk about their trip and what you could do better in the future. Not only does this show that you care about your customers long after they have paid you their final payment, but it also goes to show how you want to serve others.

Ask for a testimonial

For those who have been happy with how their trip went and are willing to share their experience with others, you’ll want to put together some testimonials that you can feature on your website and other promotional materials. You can have them choose between a video testimonial or one that is simply written—whichever feels the most comfortable to your client and what you feel will benefit you and your travel agency the most.

In summary

Your clientele is the most important aspect of your business when you are running a travel agency, so you want to feel as though you are serving them correctly. You can do this by making sure that you follow up with them on a regular basis and you have ways they can measure your performance.

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