Shoppers asked for car rental on behalf of visiting friends. Shoppers asked for car rental on behalf of visiting friends.

ATN reveals the findings from this month’s mystery shopper survey of car rental firms in Dubai.

Each month ATN and Ethos chooses four UAE-based travel-related companies 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 customer service and sales execution performance.

 

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What are the mystery shoppers looking for?

1 AGENCY/OUTLET APPEARANCE

  • Outlet easy to find?
  • Opening/closing hours displayed?
  • Outlet clean and tidy?
  • Brochures and related literature placed in a good orderly manner?
  • Comfortable temperature?

2 TRAVEL ADVISOR

  • Were the employees well groomed?
  • Were employee name tags clearly visible?
  • Enough employees available to serve?
  • Did the advisor make eye contact to acknowledge your presence at the desk?
  • Did the outlet you visited have a formal customer queuing system in place?
  • How long did it take for you to be served?
  • If you waited, did an employee apologise?
  • How were you greeted by the agent?
  • Did the agent provide relevant info?
  • Was the agent friendly?
  • Did they give you their full attention?
  • Were they knowledgeable?
  • Did the agent provide you with information in an easily-understood format?
  • Were you satisfied with the information you received from the advisor?

3 THE OVERALL EXPERIENCE

  • Overall, based on your experience at this outlet, would you recommend it to your family and friends?
  • How satified were you with the outcome of your visit to this particular travel agency?

Scenarios

Scenario 1: You are visiting Dubai and arrived just a few days ago. You have planned a three-week holiday in Dubai and although you decided not to rent a car from the airport, you have since changed your mind and would like to find out more information about the types of vehicles you can choose from and how much they cost. Make sure you ask about insurance options and if there are any special promotions.

Scenario 2: Say that you are inquiring on behalf of your friends who will be visiting Dubai on a tourist visa. Say you would like to find out more information about the types of vehicles from which to choose and how much they cost. Make sure you ask about insurance options and if the company has any special promotions on offer.