This month Ethos Consultancy’s mystery shopping team visited four major GCC travel agencies. ATN reveals their findings.
Mystery Shopping explained
Who was visited?
Each of the following travel agencies were visited twice by one of Ethos Consultancy’s 3000 well-trained mystery shoppers in July.
- Qatar Holidays
- Etihad Holidays
- Dnata Holidays
- Emirates Holidays
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How does it work?
Each month ATN and Ethos will choose four different travel agencies from within the UAE to mystery shop and find out how satisfied your customers are. The purpose of this exercise is to find out the good, the bad and the ugly when it comes to travel agencies’ customer service and sales execution performance across the UAE. Ethos will report their monthly findings as well as provide some insight and recommendations relating to areas which need improvement.
What were our mystery shoppers instructed to do?
Each mystery shopper was given three scenarios from which to choose:
- You are planning a family holiday in June/July. Ask the travel agent to recommend some destinations that you could visit and would be interesting for children as you are traveling with two kids who are under the age of 10.
- Ask the agency for options for a gift of a prepaid three-night package for a honeymoon couple.
- You are planning a holiday with friends and are looking for a holiday full of adventure and would be interested in staying at a hotel that can organise trips to the mountains, water sports activities, cycling ,etc.
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