We Track Complaints & Compliments
We do a daily phone call 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?”
1. Did you enjoy your tour today?
2. What would you change about the tour?
3. 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 or beyond our control.
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.
We want customer feedback for product development. Our guide collects the questionnaires from the guest. All of the forms are reviewed by our management team 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!