This week Mystery Shopper was in Carlisle, Cumbria. She was looking for a Greek holiday to a less touristy island.
It seems that agencies in Cumbria all take pride in their presentation, as all shops featured scored the maximum points available for appearance.
Where the differences in scores between the shops appeared was in customer service and product knowledge. Both First Choice and Thomas Cook lost points for customer service because Mystery Shopper felt there was a lack of enthusiasm from the consultants.
Meanwhile, Dawson and Sanderson actually scored better than the winners, The Co-operative Travel, for customer service, but the Co-operative Travel was able to edge into the lead because Mystery Shopper scored the agency highly for its advice and product knowledge.
Mystery Shopper wrote about the consultant at The Co-operative Travel: "When the agent was happy that she had found a suitable holiday for me, she showed me the brochure and went through the details of the holiday. Even then the agent continued to look and was determined to find a holiday that was a better match."
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