We Track Complaints & Compliments
In September 2008 we began daily phone calls to record client feedback on each tour. The program continues successfully today. We call passengers daily and say:
“Aloha Mr./Ms. Smith! This is Amy with Discover Hawaii Tours. This is a quality control call about the tour that you took today. Do you have a moment to answer 3 questions?”
- Did you enjoy your tour today?
- What would you change about the tour?
- Would you recommend the tour to others?
The answers are recorded and used to improve tours, reward and train future guides.
The response about our tours is overwhelmingly positive. In fact, since September we have not had a negative comment from a client feedback call on Pearl Harbor tours.
By calling guests, we can better confirm or dismiss the legitimacy of a complaint received about a specific tour or guide. This system has been very helpful in quickly solving problems and identifying causes of complaints. We then can determine if the complaint was preventable, beyond our control, fraudulent, or made worse than it was. This information will be emailed to your managers monthly.
Customer Service Questionnaires
The other quality assurance program that we have involves our customer service questionnaires. This program has been in effect for over 10 years. Unlike others, our questionnaires are not collected by our tour guide, but given directly to your concierge for 4 reasons:
- So your concierges know how we’re doing.
- To send satisfied clients back to concierges to purchase more.
- To ensure any negative comments are not discarded by the guide.
- So we can use the comments to continually improve the product.
We understand that this system is riskier because you will receive all comments, good or bad. Other quality assurance systems will prevent you from receiving the bad or not-so-good comments. Our guides follow the highest standards and specific procedures we’ve established most of the time and when that is not done, we’d rather know.
Furthermore, we want customer feedback for product development. Our sales staff collects the questionnaires from the managers who have already reviewed them. All of the forms are reviewed by our president and used for training, commendation, and counseling. Compliments and complaints are tracked by guide and by tour so we can recognize trends.
We have a 99.5% Customer Satisfaction Rating!
Compliments and complaints are tracked by guide and by tour so we can recognize trends. In 2015 on all Pearl Harbor Tours recorded the following complaints: