A business travel feedback scheme is to be operated by Travel Counsellors to monitor the performance of its agents.
The TC Score scheme has previously been used by leisure Travel Counsellors in the UK to measure customer advocacy.
It is being expanded to determine the level of satisfaction within the company’s business travel client base.
The homeworking company has launched the dedicated scheme to help its agents monitor the level of client loyalty within their corporate travel businesses.
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.
The TC Score scheme is based on the Net Promoter Score (NPS) system created by business expert and author Fred Reichheld.
Following the system, within seven days of making a booking each client is asked: ‘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 the question once every six months to ensure that customer satisfaction levels remain high.
The Travel Counsellor with the highest TC score receives a new car at the company’s annual conference. Last year’s winner with a score of 100% was West Yorkshire agent Julie Moore, who won a Mercedes SLK convertible.
The TC Score scheme is being expanded to measure the level of business and leisure customer loyalty and satisfaction within its overseas divisions in South Africa and Australia.
Managing director Steve Byrne said: “Since adopting the NPS system in 2007 we have constantly achieved a score of over 90%, which is reflected in a 60% 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.”
He added: “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.”
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