Global Travel Group has created a new team tasked with implementing improved processes highlighted by the consortium’s biggest satisfaction review.

The Net Promoter Score (NPS) survey, conducted earlier this summer, also revealed that agents value the consortium’s business-focused approach.

Furthermore, there was praise for business development managers and support teams in head office, alongside the freedom for agents to develop their own business.

Global Travel Group’s use of training and events, such as Global Rocks, was also highlighted and appreciated, giving members the opportunity to develop relationships with suppliers and network with other agents.

Cherie Richards (pictured), commercial director at Global Travel Group, said: “Carrying out such an in-depth survey as this is a relatively new thing for us, so I’m delighted to see a generally positive picture from our membership.”

After analysing comments, Richards created a team tasked with addressing areas of concern, mostly about technology and internal processes.

New members also asked for more support so they could get up to speed with the group’s way of working, as well as general commercial advice.

A more streamlined system of communication  has been introduced to ensure all head office information is now sent via methods preferred by members.

Richards added: “What has come through really clearly is that members – whether they are new to Global or have been with us for years – are very interested in getting more help with social media and to learn more about effective marketing so they can prosper.

“Running more training courses is a perfect example of the value-added service we offer that is a win-win. We want members to be successful.

“Overall, all the feedback gathered helps us develop as a consortium and future-proofs our business.”

The Global Travel Group has more than 350 travel agents and is part of dnata UK.

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