1. Clevedon TH (1506)
Bristol
Customer Feedback February 2015
Store Detail Report
Overall Score
Chart Key
Shop
Region
Survey Details Answer
Date of survey 12/02/2015
Enquiry or booking reference
2084921-S15
What type of enquiry was this? Store Visit
VCC
Was this a booker or enquirer? Booker
Enquirer
Clevedon TH (1506)
(7116646717)
1/6

2. TUI eSurvey Answer Score Max
1 Based on your experience during this visit, how likely are you to recommend this
(Thomson) shop to friends and family? (10 Very likely, 0 Very unlikely)
10 NS NS
9 NS NS
8 NS NS
7 NS NS
6 NS NS
5 NS NS
4 NS NS
3 NS NS
2 NS NS
1 NS NS
0 NS NS
N/A NS NS
1a Promoters: Great to hear you had a positive experience, what one thing would you
say most impressed you?
NS NS
We saw Tom when booking our holiday and he was absolutely fantastic. He made us feel at ease and that nothing was too much
trouble. He found us the holiday we were looking for straight away, it was lovely to see he had a genuine interest in what we had to
say which is so hard to find normally!
1b Passive: We're always striving to improve our experience, could you give us a little
more information about why you have given this rating please?
NS NS
1c Detractors: We're sorry to hear that your experience could have been better, what
one thing could we do to improve in the future?
NS NS
2 How would you rate your overall experience instore? (10 Very good, 0 Very bad) 10 NS NS
9 NS NS
8 NS NS
7 NS NS
6 NS NS
5 NS NS
4 NS NS
3 NS NS
2 NS NS
1 NS NS
0 NS NS
N/A NS NS
2a Please can you explain why you gave this score? NS NS
Lovely staff who helped us find the best price.
3 What was the main purpose for your visit to Thomson? To book a holiday or flight there and then NS NS
To follow up a previous enquiry NS NS
To browse for information (including
availability & prices)
NS NS
To look for holiday ideas NS NS
Other NS NS
N/A NS NS
3a If 'Other' please explain further: NS NS
(7116646717) 2/6

3. TUI eSurvey Answer Score Max
3b Did you achieve the purpose of your visit? (10 Yes and it was easy, 0 Yes but it was
very difficult)
10 NS NS
9 NS NS
8 NS NS
7 NS NS
6 NS NS
5 NS NS
4 NS NS
3 NS NS
2 NS NS
1 NS NS
0 NS NS
No NS NS
N/A NS NS
Please Select NS NS
3c What was the main reason for you not achieving the purpose of your visit? The advisor could not find a holiday within
my budget
NS NS
Internet prices are cheaper / service fees NS NS
They couldn't match my holiday
requirements
NS NS
Prefer other travel agent NS NS
Not given enough information NS NS
Promised to follow up with me later but
never did
NS NS
Holiday had gone / price increased whilst in
the process of booking
NS NS
Technical problems (computer crash etc) NS NS
Other NS NS
N/A NS NS
3d If 'Other' please explain further: NS NS
Did you have to wait until you were served? Yes NS NS
No NS NS
N/A NS NS
How did you feel about the waiting time until you were served? 0 - Very bad NS NS
1 NS NS
2 NS NS
3 NS NS
4 NS NS
5 NS NS
6 NS NS
7 NS NS
8 NS NS
9 NS NS
10 - Very Good NS NS
N/A NS NS
(7116646717) 3/6

4. TUI eSurvey Answer Score Max
4 How would you rate the travel advisor's friendliness? (10 Very good, 0 Very bad) 10 10 10
9 9 10
8 8 10
7 7 10
6 6 10
5 5 10
4 4 10
3 3 10
2 2 10
1 1 10
0 0 10
N/A NS NS
4a How would you rate the travel advisor's enthusiasm? (10 Very good, 0 Very bad) 10 10 10
9 9 10
8 8 10
7 7 10
6 6 10
5 5 10
4 4 10
3 3 10
2 2 10
1 1 10
0 0 10
NA NS NS
4b How would you rate the travel advisor's understanding of your requirements? (10
Very good, 0 Very bad)
10 10 10
9 9 10
8 8 10
7 7 10
6 6 10
5 5 10
4 4 10
3 3 10
2 2 10
1 1 10
0 0 10
NA NS NS
(7116646717) 4/6

5. TUI eSurvey Answer Score Max
4c How would you rate the travel advisor's expertise (e.g. how well they answered your
questions)? (10 Very good, 0 Very bad)
10 10 10
9 9 10
8 8 10
7 7 10
6 6 10
5 5 10
4 4 10
3 3 10
2 2 10
1 1 10
0 0 10
NA NS NS
4d How would you rate the travel advisor's ability to bring suggested holidays to life? (10
Very good, 0 Very bad)
10 10 10
9 9 10
8 8 10
7 7 10
6 6 10
5 5 10
4 4 10
3 3 10
2 2 10
1 1 10
0 0 10
NA NS NS
4e How would you rate the travel advisor's overall service? (10 Very good, 0 Very bad) 10 10 10
9 9 10
8 8 10
7 7 10
6 6 10
5 5 10
4 4 10
3 3 10
2 2 10
1 1 10
0 0 10
NA NS NS
4f Do you have any further comments on the service you received during your visit? NS NS
5 Thanks for the feedback it's greatly appreciated. Are you happy for us to use this to
promote this feedback to other customers?
Yes - I'm happy to do that NS NS
No - not on this occasion NS NS
N/A NS NS
6 Are you: Male NS NS
Female NS NS
N/A NS NS
(7116646717) 5/6

6. TUI eSurvey Answer Score Max
7 Which of the following age brackets do you fall into: 18-24 NS NS
25-39 NS NS
40-49 NS NS
50-64 NS NS
65+ NS NS
N/A NS NS
TUI eSurvey - Subtotal: 100.0% 60 60
OVERALL SCORE: 100.0% 60 60
(7116646717) 6/6