January 31, 2013 by Colin Kelly
I was lucky enough to spend a week enjoying some winter sun in Lanzarote recently.
On the flight home, the travel company who we’d booked through and who also operated the flight, carried out a customer satisfaction survey.
They made an announcement to all passengers explaining how important it was that we filled in the details and told them what we’d thought of our holiday.
‘We take this feedback extremely seriously’, they told us. ‘In the last 2 years we’ve removed more than 400 hotels from our brochure based on feedback from our customers.’
I understand what they’re trying to say, and it’s great that they DO listen to their customers and act on the feedback. But 400 hotels kicked out the brochure? That’s A LOT of unhappy customers with bad holidays!
On the other hand, I’ve told this story to quite a few people now so if the company concerned feels it has an image problem and wants to be seen to change, then this is certainly an interesting way to get that message across.