Travel Counsellors’ agents have achieved the ultimate in customer loyalty by consistently gaining a world class customer service score of over 90%.

The company implemented the Net Promoter® Score system in 2007, the year the company launched in Australia, which is taken from Fred Reichheld’s bestselling book ‘The Ultimate Question’, which measures customer loyalty. Two weeks after booking customers are sent via email or post a simple question ‘How likely is it that you would recommend your Travel Counsellor to your friends and colleagues?’ with the answer scaled from 0 to 10.

So far over 75,000 replies have been returned, with over 90% receiving top scores of 9 or 10 from their customers. The system is already used by a number of major brands including Nike, Nokia, Shell, Dell and United Airlines, with Travel Counsellors ranking as one of the top scoring companies in the world. This has led to American business expert and customer service guru Fred Reichheld meeting with the company, not only speaking at its annual conference but also starring alongside the company’s Chairman David Speakman in a video talking about the about the importance of customer service.

Commenting on this Fred Reichheld said; “Travel Counsellors has the highest Net Promoter Score I have ever seen and I think it really reflects the dedication and professionalism of the company’s agents in providing a unique and exceptional level of service, building invaluable relationships with their customers and ensuring these customers stay loyal to them. Having attended the conference and met with the company’s management team, as well as its Travel Counsellors, I witnessed first-hand the special ethos of friendship and camaraderie between everyone and this obviously extends to each and every one of the company’s customers.”

Each Travel Counsellor can find out their own personal Net Promoter Score by clicking on a link on their personal web page on the company intranet. At the company’s Australian Conference held on the Gold Coast in February Gold Travel Counsellor Claudia Silk was presented with a luxury holiday to Thailand as a reward for her dedication to providing excellent customer service, having achieved the best customer satisfaction (NPS) score out of all of the Australian agents.

Claudia comments; “Monitoring customer service in this way is really useful. It is great to be able to have your own score at your fingertips as it gives you an extra reassurance that you are doing things right for your clients. We are encouraged in so many different ways to go that extra mile for our customers and Travel Counsellors’ high score shows that our customers really value the customer service we give them.”

To help provide such an outstanding service the company’s agents in Australia and across the other five countries in which it operates are supported in all areas of their business by dedicated teams of head office staff, and are able to develop their skills and build their businesses through the company’s range of innovative training programmes, covering all areas from networking to sales techniques. Travel Counsellors are also encouraged to follow the company’s ‘System of Success’, a structured programme and success formula for them to follow when running their businesses from home.

Travel Counsellors Australia General Manager Deb Duncan adds; “Our customer satisfaction score in Australia so far this year is 95%. We are very proud that our customers rate us so highly and it shows that our business model, which focuses on providing our agents with the support and tools to enable them to focus on building relationships with their customers, really works.”