Scoring system

June 2009
Travel Weekly (UK);6/26/2009, p29
Trade Publication
The article focuses on the scoring criteria used to assess several travel agencies, for the services and packages offered by them, being visited by the shopper termed as mystery shopper. 50% of the travel agencies were scored on the basis of the advice and product knowledge provided by them. 25% and 15% were scored on the basis of their customer service and appearance. It mentions absence of scoring for the agencies that kept the mystery shopper waiting for 15 minutes or longer.


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