By Gemma Greenwood
The results are in for the fifth round of ATN's mystery shopper initiative with Grass Roots.
The results are in for the fifth round of ATN's mystery shopper initiative with Grass Roots.The company sent its spies to four major travel agencies in Doha, Qatar to test out the skills of their agents and the retail outlets' general appeal, measuring the success of each against the following criteria: store location, store presentation, customer service, product knowledge, initiatives and up-selling of products, pricing and speed of service.
All agencies - Aamal Travel, Al Mulla Travels, Al Sadd Travel Bureau and Regency Travel & Tours – scored well, with staff at each possessing strong customer service skills.
However, the outright winner with 32 points was Regency Travel & Tours, which scored top points in all categories except store location.
Last place with 28 points was Aamal Travel, which fell down on the initiative and up-selling and pricing categories.
However, it must be noted that staff at this agency had the best customer service skills with the mystery shopper rating this category as 5++.