Iglucruise.com has created a concierge team to look after customers following feedback generated through Feefo.
The agency said it was looking to improve on its 97% customer satisfaction rating by introducing a ‘best practice programme’ in the sales department, as well as a new team to help customers who have already made a booking.
Sales director Adam Johnson said: “We are very proud of our 97% positive feedback rating. 75% of our customers rate our service as excellent and 22% rate it as good. However, we are not going to rest on our laurels and would like to improve that, so we are looking at the 3% who were not so satisfied and are working to reduce that figure.”
The new programme will involve reviewing and monitoring service levels for staff.
Johnson added: “As an online business you do not get the same sort of feedback as you do in a face-to-face environment, the stream of feedback from Feefo has reinforced the value of good customer service and provided us with insight that we were lacking before.”
More than 7,000 customers have submitted reviews for Iglucruise.com in less than a year.
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