Travellers Choice has again been praised for its crisis management skills with agents using the group’s annual Member Survey to commend its proactive support in the wake of the Middle East conflict.
The group – which won plaudits for its efforts during the COVID pandemic – quickly unveiled a range of initiatives to ensure its members remain fully informed on Middle East developments and well positioned to minimise impact on clients.
As well as launching a dynamic online ‘hub’ collating all supplier updates, the group has hosted webinars with various airline partners and operated a dedicated hotline for agents to escalate issues with preferred suppliers.
In addition, the Travellers Choice marketing team has developed a series of clear and timely messages for agents to distribute to customers via email and social channels.
“The systems that have been put in place have made it as easy as possible to assist our clients,” a Travellers Choice Perth-based member said.
“The continued communication between head office and individual agencies is fabulous,” one Queensland business owner said. “At no point have I felt like I am on my own.”
Managing director Chrisitan Hunter – who has personally hosted regular webinars to update members – says the experience gained during the pandemic ensured a rapid roll-out in response to the latest geopolitical ructions, which some members have described as “traumatising”.
“The internal processes we developed during COVID – particularly around member communication and supplier liaison – allowed us to get on the front foot and move exceptionally quickly to address a situation that many have clearly found challenging,” Hunter said.
“It’s pleasing to see those efforts – and the speed with which they were rolled out – acknowledged, as well as our initiatives to address other ‘pain points’ such as staff recruitment and development through our innovative ProStart and ProAdvance online training programs.”
Sophisticated marketing services
Travellers Choice members also praised the group’s network of state-based business development managers, range of preferred suppliers and sophisticated marketing services – reserving special commendation for the marketing team’s ability to develop bespoke local area marketing initiatives.
“When it comes to overall fulfilment, this year’s survey delivered the award-winning group a perfect score, with 100 per cent of respondents saying they are satisfied or more-than-satisfied with their membership.”
The survey also affirmed Travellers Choice’s enviable Net Promoter Score (NPS) of 90 per cent – a result it has now repeated for three consecutive years.
“NPS is a well-established measure of customer and brand loyalty,” Hunter concluded. “For any company to achieve a score of 80 and above is remarkable, but to achieve it three years in a row puts us among an elite group of Australia’s most trusted and respected brands.”
