An extensive customer service review of the Travel Network Group revealed it was failing to properly handle complaints from its members.
While it scored well above the industry average on the majority of criteria, including customer experience, customer ethics and emotional connection, it performed below the industry average for handling complaints.
CEO Gary Lewis was upfront about the inconsistency when he announced the results of the UK Customer Satisfaction Index at the group’s ‘Beyond the Unexpected’ conference in Budapest.
"There is clearly something going wrong at that point and we’ve already looked into what it means and how we can go and fix it. You have my assurances that this will be our number one priority," he told delegates.
He later told TravelMole that processes had already been put in place to ensure any complex issues were directed to the relevant person and followed up, with members kept informed of developments at each stage.
He said the group was pleased with ‘phenomenal’ scores in other areas, particularly a high number of members who would actively promote the group.
Lewis also unveiled a new ‘vision’ for TTNG following a fresh look at its strategy and purpose.
He said the group’s old vision, ‘To champion the independent travel market’, was established back in 2008 when independent agents faced specific challenges and no longer adequately reflected the group’s focus.
It has now been replaced with ‘To create a community of inspirational leaders who open the world to life changing experiences’.
A new management structure has also been put in place.
