Intrepid Travel puts customers in focus

Intrepid Travel Investor in Customers 2 star award
 

We all know what it’s like to be a customer and we have all been on the receiving end of good and bad customer service.

If you pick up any trade or business magazine you’ll read how many companies are these days claiming that “It’s all about the customer”, but are they really putting their clients first?

At Intrepid Travel, we’ve always prided ourselves on our pioneering spirit, so in February and March of 2014 we invited ‘Investor in Customers’, an external accreditation and awards body, to conduct a thorough independent assessment of our customer service and experience.

“The survey was conducted with over 20,000 customers and more than 300 travel agents,” explains Robyn Nixon, Deputy Managing Director.

Investor in Customers 2 star award“We are delighted to receive a 2-star ‘Outstanding’ Investor in Customers award.”

“This is fantastic news and reflects the strength of the relationship that we hope we have built with you over 25 years and that we want to continue to build on in the future.”

“We would like to thank everyone who took part in the survey.”

“We’ve already run a series of internal workshops and promise to review every response and comment that you provided. For example, some travellers felt that leaving feedback after your trip was an overly complicated process. We’ve already reviewed the procedure and the questions we ask and are launching a simplified feedback system immediately.”

“Your opinions are important to us. Please keep telling us what you think and if you are travelling with us this year, we hope you have a fantastic time exploring our amazing planet.”

From Robyn Nixon, the entire Intrepid management team and all our staff.

 

About the author

Sue Elliot - Like many of us, Sue contracted a serious travel bug at an early age. She's visited over 90 countries in search of a cure, but her wanderlust just seems to get worse. Thankfully at Intrepid Travel she's amongst people who understand the affliction and since 1998 Sue has enjoyed being our blog and newsletter editor. Here you'll find helpful travel advice and inspiring tales from Sue and other Intrepid travellers.

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4 comments

Vern & Elaine Faggotter / Reply

Thank you Intrepid for giving us such a wonderful tour (April-May) in Laos and Thailand. Our guide Sirirat Kartaithong (Rabbit) was friendly, very efficient and such a lovely companion. We are already planning our next trip.

Hi Vern and Elaine,
Thanks for your comment and we’re thrilled that you had such a great time on your Laos and Thailand trip. It’s fantastic to hear that you’re already planning your next adventure and we look forward to you travelling with us again soon. We’ll pass on your kind words to Rabbit too :-)
Happy travels,
Sue, Intrepid Express Editor.

My faith in Intrepid customer service has been restored now that they reply to my emails and give over and above advice that I seek.
However, I, and lots of others I know, would love to see a place on their website where we can read first hand reviews of their trips.
Also I would love to seem them do some work on the ‘Meet Up’ app, as at the moment it is almost useless.

Hi Mark,
Thanks so much for your comment. We’re glad you’ve seen an improvement in our email replies and service, but you raise two very valid points about areas that we need to lift our game.

Returning live feedback to our website is a priority and we’re pleased to advise that this will be released shortly. Giving our travellers a chance to connect with others in their group is also important. We agree the our Meet Up app doesn’t meet all the requirements at this point, so we are currently looking at ways to improve this experience for our travellers.

Thanks again for your feedback. It’s greatly appreciated and has been passed on to our management and customer service teams.
Best wishes,
Sue, Intrepid Express Editor

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