Summary of Customer feedback forms 2011

In this article we take a look at the feed back on our independent and guided walking holidays in 2011 which we received through our evaluation forms

Not all of our customers returned the feed back form, and as a result the following results represent 73% of all customers for 2011. Anyone wishing to fill in our evaluation form can do so by following the link. High Point Holidays uses the feed back from customers to continually improve its cycling and walking holidays. Each year we will set targets to increase the percentage of customers grading our holidays as excellent.

Booking & Correspondence

72% of customers thought that the services we provided before their cycling or walking holiday were excellent, whilst all but one of the remainder classed them as good.

Guest houses & Meals

High Point Holidays asks customers to grade the accommodation according to the following criteria: Comfort, friendliness, meals, location and character. 72% graded the comfort as excellent, 76% friendliness as excellent, 69% the meals as excellent, and 76% for both the location and character. All the remaining customers graded the guest houses as good in all categories. On a couple of holidays, a single guest house was singled out as being fair compared to the rest and we will seek to rectify this, however, on the overall grading for the holiday our guest houses were all graded good or excellent.

Walking

The walking is graded according to interest, scenery and the circuit. 83% considered the interest excellent, whilst an amazing 93% thought that the scenery was excellent. 77% of our customers graded the circuits as excellent. All of the remaining walkers evaluated the walking as good in all the categories.

Independent cycling and walking notes

The following is only relevant to our self-guided cycling and walking holidays. 65% graded our notes as excellent in terms of the information provided, whilst 60% considered the walking or cycling notes excellent for their helpfullness. All but one person for each category graded the notes good.

Guiding

The following information is only relevant to our guided walking holidays (the vast majority of which took place in France.) We received a superb 100% grade of excellent for our guiding according to the criteria of friendliness and informative. For the criteria of helpfullness, our guiding received 90% with the remaining 10% classing them as good.

Overall grading

Customer were asked to take all aspects of their cycling or walking holiday into account and then grade the following aspects:

Holiday experience: 90% of customers considered their overall holiday experience to be excellent, with the remaining classing it as good.

Walking experience: 87% of customers considered their walking experience to be excellent, whilst the remaining considered it to be good.

Value for Money: 77% of customers considered our holidays to be excellent value for money, whilst all but two people considered them to be good value. The reason for the others classing their walking holidays as only fair was the single supplement on our self-guided walking holidays.

Service: 74% of customers considered the service provided by High Point Holidays as excellent, with the remaining all classing it as good.

Recommendations

83% indicated that they were very likely to recommend us to friends and family, whilst 90% of people said that it was very likely or quite likely that they would book again with us.