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Tuesday, 5 April 2011

We are listening to our customers

Last month Conferma completed the first of many Customer Surveys. The first segment of our customer base we listened to were frontline staff in the corporate hotel booking world. This short survey asked these corporate hotel bookers to rate our customer service and the booking website.

Once the results had been collated our technical team sat down to discuss the data and identify any opportunities to improve the service and solutions we offer. It was surprising that such a brief survey could generate so much information and ideas.

We were pleased with the results regarding customer service satisfaction – many respondents were either ‘Very Satisfied’ or ‘Satisfied’ with the service they received. 83.1% of respondents were either ‘Satisfied’ or ‘Very Satisfied’ with the availability of our customer support. The general feeling is that our customer support is performing well. However, we have spotted opportunities to do better.

To enhance our service further we are introducing bi-annual full-service reviews at an agency level. A new management feature will be built into the site to allow clients to nominate and manage their own contact list. Additionally, all customers will be informed of our support escalation process.

These are just a few of the customer support enhancements we hope will give our customers the support they deserve.

Conferma has achieved 100% availability during the last six months and we believe this justifies our investment in the latest hardware and software. In June last summer we launched v4 of our hotel booking solution, this .NET version is faster and more reliable than its predecessor v3.

When asked how responsive they thought our booking site was nearly half of all respondents thought it was ‘Responsive’ and 96.8% rated the site as either ‘Very Responsive, ‘Responsive’, or ‘OK’. Many within the technical team believe that Conferma can better this score and will work hard over the coming months to make the booking website more responsive.

One pleasing conclusion was that many of the improvements suggested for the website are already in our development pipeline.

Upcoming developments for the site include enhancing the search function, removing guide rates, improving data quality and enhancing administrator functionality. We are also considering introducing GDS property locator codes to help experienced staff quickly search the system.

We have more improvements in the development pipeline and will issue these to our customers over the coming months.

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