Congratulations to Grand American Adventures and its sister company, WYSE Travel Confederation member TrekAmerica, both leading providers of small group and adventure holidays to the USA who have registered ‘exceptional’ customer service levels under the independent Investor in Customers (IIC) assessment process.
The top scores, for which customers rated them most highly, were for ‘Treating Customers Fairly’, ‘Quality Relationship’, ‘Customer Feedback’ and ‘Easy to do Business with’. In fact, throughout the categories, the scores from customers were consistently higher than average.
Richard Hanson, managing director of Grand American Adventures and TrekAmerica, said: “The customer experience is central to what we do, so we wanted to undertake an independent assessment that would give us a real insight on how we’re doing from a customer’s perspective. We are always looking to build on the services we offer, to innovate and grow with our customers. Results such as these allow us to do exactly that.”
Comments from customers included:
“Amazing choices, good prices, fantastic and knowledgeable tour guide. Helpful and friendly staff.”
“I’ve had brilliant adventures, so I would therefore have no hesitation in recommending Grand American Adventures to ALL my friends and family…Keep up the good work and Well Done…”
“Fantastic tour guide for our trip – very knowledgeable and friendly – Great customer services staff on the phone/email.”
“Organisation and coordination of trips is fantastic, itinerary is great, customer service is great.”
IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking.
Tony Barritt, Director of IIC, commented: “In today’s competitive environment it is no longer good enough just to satisfy customers, you need to delight them. Not just now and again but at every stop on the customer journey. Both Grand American Adventures and TrekAmerica tick all the boxes in providing an exceptional and consistent customer experience.”
Richard Hanson added: “For us, the customer experience begins with their initial enquiry and runs right through to their last moment with us. We are passionate about using our skills and experience to deliver the highest standards across the board, and this endorsement is a great reflection of the hard work of our team.“
About Grand American Adventures
Grand American Adventures is a small group tour operator that offers a wider selection of tours and more varied styles of travel than any other North American tour operator. The operator offers over 60 itineraries spanning North, Central and South America. Committed to offering the finest small group adventures, all Grand American Adventures holidays is generally for groups up to a maximum of thirteen people. It offers several types of tour including: active, walking, wildlife, cruises and family discovery, aimed at people of all ages.
Regarded as the North American specialists, TrekAmerica has been the leader in small group adventure tours to North America since 1972. The tours have been specifically created for young, international travellers aged between 18 and 38 years old with year round departures and a choice of over 50 unique itineraries from three to 80 days in length, covering the USA, Canada, Alaska and Central America.