Creating and satisfying demand for more sustainable holidays
Our customers are at the heart of everything we do at TUI Travel. Our vision is making travel experiences special, and to achieve that we’ve chosen Customer Obsessed as one of our Company values (view Embedding page for details).
Customer feedback
Across the Group, we aim to understand what our customers want from their holiday so we can adapt to meet their needs. We listen to our customers’ feedback through four main channels: listening to our frontline colleagues; customer focus groups; customer feedback questionnaires; and by conducting mystery shopping, where a third party acts as a customer and tells us about the quality of service they receive.
In addition, the Group Marketing department conducts an annual Brand Positioning Survey to support the development of the TUI Travel brand portfolio. The focus of the survey is on the biggest brands in each sector and their main competitors. The survey measures customer satisfaction amongst a cross section of people who have taken a holiday with a TUI Travel brand within the last two years and also calculates the Net Promoter Score (NPS) for each brand. The NPS score is based on respondents’ willingness to recommend a brand to a friend or colleagues and is fast becoming the most-used measurement for customer loyalty and retention in global companies.
Customer Health & Safety
The health & safety of our customers continues to be of paramount importance to TUI Travel. Our Group Health & Safety department sets a clear direction for the Group to follow, founded on the TUI Travel Health & Safety policy statement. The department actively directs and supports all sectors in the design and implementation of comprehensive safety management systems.
We continue to invest in systems to manage and disseminate health & safety information across the Group, benefiting all sectors. Our online due diligence tool, Sure2Care.com, is unique in the industry and is now widely recognised outside TUI Travel. Our health and safety resource library, FCRisk.com, is available to all colleagues, as well as our employee occupational safety e-learning module Safety In Your Workplace. The rollout of RiskConsole, our new online reporting system for incidents, accidents and illness, is ongoing. The reporting and monitoring mechanisms within RiskConsole enable us to react swiftly and effectively to any situation affecting our customers. We also analyse letters received from customers to record any health and safety concerns raised and to ensure we can take appropriate action.
Our UK and overseas teams undertake regular inspections of accommodation, transport and excursion suppliers to assess not just health & safety, but also quality and sustainability. We work with our suppliers on a cycle of continuous improvement and if suppliers fall below our expectations, we remove them from our programmes.
Customers and sustainable development
Our customers are becoming increasingly aware of sustainable development issues, and expect businesses – including their holiday company – to be tackling the issues that matter to them.
The diversity of our businesses means that our customers often have different attitudes and approaches to sustainable development. TUI Travel reviews and often commissions research into customer attitudes to sustainable development in our source markets.
We are committed to:
- Raising awareness – communicating with customers on the sustainable development impacts of tourism and telling them what we are doing to make their holiday more sustainable
- Influencing choice – making it easy for customers to choose a more sustainable holiday
- Changing behaviour – showing customers how their actions can help maximise the positive and minimise the negative impacts of their holiday
- Developing and promoting new products – responding to customer demand for new and more sustainable experiences
We want to ensure our businesses are leading their source markets in sustainable development communications, driving demand for sustainable holidays while avoiding the pitfall of using 'greenwash' (where environmental claims are false or overinflated).
Read more ...
View All Downloads