Travel Daily | Travel Counsellors launch customer service score for business tra

The scheme, known within the company as the “TC Score”, has previously been used by leisure Travel Counsellors to measure customer advocacy, and is being expanded to determine the level of satisfaction within the company’s business travel client base.

The TC Score scheme is based on the Net Promoter® Score system created by internationally renowned business expert and bestselling author Fred Reichheld. Following the system, within seven days of making a booking each client is asked one question: How likely is it that you would recommend your Travel Counsellor to your friends and colleagues. With the answer scaled from 1-10, the company’s business travel clients will be asked this question once every 6 months to ensure that customer satisfaction levels remain high.

Managing Director Steve Byrne comments; “Since adopting the NPS system in 2007 we have constantly achieved a score of over 90%, which is reflected in a 71% level of repeat business for our agents. By increasing the scope of our TC Score scheme to cover business travel our agents can quantify the nature of their client relationships, plus used as a marketing tool the results can help to demonstrate the value of their travel service to new and existing clients.”

Every time a Business Travel Counsellor receives a score from a client they will be sent an email to advise who has responded with details of the score given. Each agent will also be able to view a full list of the TC Scores they have received through their personal profile page on the company’s intranet system.

New South Wales based Business Travel Counsellor Patrick O’Shea comments; “I think the TC Score scheme for business travel is going to be such a useful tool to monitor feedback from clients and offer great validation for the high level of personal travel service I am able offer as a Business Travel Counsellor. Since joining Travel Counsellors after working at another travel management company my business has grown from strength to strength through positive referrals and recommendations from loyal clients. The sky really is the limit for my corporate travel business with Travel Counsellors, and the TC Score will be an excellent way to continually improve the service I provide and keep my business on the right track.”

Such is the company‘s commitment to customer satisfaction that the Travel Counsellor with the highest TC Score receives a 5 Star Holiday experience, presented at the company’s annual conference. As this year’s winner with a score of 100%, Bossley Park NSW based agent Grace Cuciniello was presented with a $5000 Globus Voucher in recognition of her hard work and dedication to providing her customers with the highest levels of travel service and attention to detail.

Byrne adds; “Travel Counsellors business model and core values focus on providing our agents with the support and tools to offer the highest levels of travel service so that their clients go back to them time and time again. The TC Score for business travel is another way in which we enable our agents to focus on the scope for growth within their individual businesses.”