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Monday, 23 January 2012

Conferma releases results of Customer Survey

Conferma has published the results of its recent customer survey.
The survey was distributed via email to all travel agents on Conferma’s emergency contact list. The survey was completed by our database of frontline staff in the corporate hotel booking world.

Following the previous customer survey conducted in March 2011, Conferma set out to gauge customer perception with the performance of the Support service and the online booking tool, Hotel Booker.

Customer perception of Conferma Support was extremely positive, with satisfaction ratings exceeding 95% for availability, resolutions and knowledge. This compared favourably with results from the previous survey, with the number of negative responses reduced in each category. In the remaining category, 94% of respondents indicated that the response time of Support either met or exceeded expectations. Indeed, Support was widely praised, with several positive comments, such as: “Always available when help is needed” and “Always have a quick reply.”
As ever, the aim of a customer survey is to identify any areas for improvement. Negative responses for availability could be attributed to customers contacting Conferma outside of office hours. Conferma is currently dedicated to providing a support service to handle and enquiries from Monday to Friday 8.30am – 6.00pm, excluding public holidays. Service Management are currently investigating the possibility of extending Support’s hours of availability.
Some comments suggested that the communication of resolutions could be improved. Service Management is contemplating implementing a more sophisticated method of recording all internal communications to ensure that communication between Support and Development is monitored regularly and thoroughly.
Finally, some respondents indicated that they had never contacted Conferma Support or were unaware of the email address. Contact details are prominently displayed on www.conferma.com and are present on all promotional literature. However, to raise further awareness, Conferma is currently making a concerted effort to disseminate contact details for Support as widely as possible. Conferma Support can be contacted by email at support@conferma.com or by telephone on +44 (0)844 815 3601.

The results of the survey also reflected extremely favourably upon Hotel Booker. The layout, user-experience and responsiveness were widely lauded, achieving 100% satisfaction ratings, whilst customer satisfaction with the ease of use and reliability exceeded 96%. Praise for Hotel Booker’s layout and user experience was particularly welcome, as it justified the measures taken by the Development Team to improve the booking tool’s performance over the previous 12 months. Positive comments included: “I think Hotel Booker is an excellent tool, very easy to use and straightforward.”

The 100% satisfaction rating for responsiveness was also particularly pleasing as Development has invested significant time and resources implementing the latest .net technology and introduced considerable performance enhancing software, ensuring the infrastructure supporting the v4.3 solution is the best available in the industry. Investment in innovation and the latest technology reflect Conferma’s commitment to provide leading solutions for our technology. This superb feedback unequivocally indicates that this investment was completely justified.
With regard to respondents’ suggested improvements, nearly half of all suggestions called for more search criteria in Hotel Booker. Conferma is looking into incorporating searches according to hotel facilities, landmarks and GDS reference codes into future releases of Hotel Booker. However, these data issues would require significant development and would therefore not be available until the latter half of 2012 at the very earliest.

Other suggestions pertained to group bookings, payment restrictions and improving Agency Admin functionality. Conferma aims to introduce some of these changes for the next release of Hotel Booker (v4.4) in mid-February.

The final question of the survey concerned alternative Self-Booking Tools and returned extremely positive feedback for Conferma, with 30% of respondents revealing that they use Hotel Booker exclusively.

Conferma’s next Customer Satisfaction Survey is scheduled for June 2012. Watch this space for further development!

1 comment:

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    Customer Service Survey Questions