What were our mystery shoppers looking for?
1. Agency appearance
- Was the outlet easy to find?
- Were the opening/closing hours clearly displayed at the entrance?
- Did the outlet appear clean and tidy?
- Were the travel brochures and related literature placed in a good orderly manner?
- Was the temperature comfortable?
2. Travel advisor
- Were the employees you encountered well groomed and neat in appearance?
- Were employee name tags visible?
- Were there a sufficient number of employees available to serve you and other clients?
- Did Travel Advisor employee make eye contact to acknowledge your presence at the desk?
- Did the outlet have a formal customer queuing system in place?
- How long did it take for you to be served?
- If you had to wait to be served, did an employee apologise for the wait?
- Did the employee serving you refrain from using the phone or conversing with other staff while attending to your enquiry?
- How were you greeted by the Travel Advisor who served you?
- Did the travel advisor provide all information relevant to your enquiry?
- Did the travel advisor have a friendly attitude towards you?
- Did the travel advisor who served you provide you with their full attention?
- Was the travel advisor knowledgeable about the services you requested?
- Did the travel advisor provide you with all the information you required in an easily-understood manner?
- Were you satisfied with the information you received?
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3. Overall experience
- Overall, based upon your experience, would you recommend this outlet to family and friends?
- How satified were you with the outcome of your visit?
Outlet Appearance
Travel agency Average
Emirates Holidays 100%
Etihad Holidays 100%
Dnata Holidays 100%
Qatar Holidays 100%
Travel Advisor
Travel Agency Average
Qatar Holidays 92%
Etihad Holidays 87%
Dnata Holidays 70%
Emirates Holidays 65%
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