The results of our 2023 holiday questionnaires have kick started our year with a high. Last year, not only did our average number of holiday passengers per coach increase but we maintained the high standards that we had set the previous year - combine this with the release of our exciting new brochure and we’re ready for anything!
In 2023, you gave our experienced drivers 4.9/5 stars for their ‘willingness to help’, ‘information provided’, ‘driving skills and safety’ and ‘punctuality and efficiency’, you gave our friendly booking team 4.9/5 stars for their ‘helpfulness’, ‘ease of booking’ and ‘pre-holiday details’ and you rated our executive coaches 4.7/5 stars for their ‘comfort’ and ‘cleanliness’.
Our holidays came out top too with 4.7/5 stars based on ‘tour content’, ‘overall satisfaction’ and ‘value for money’. Top rated holidays included Tanks & Turrets in Dorset, A Taste of Cornwall, The Lakes & Morecambe Bay, Scotland’s Galloway Coast, Northumbria’s Castles & Culture, Sidmouth’s Jurassic Coast and our annual Reunion tour – and we’re pleased to repeat a close variation of all of these in 2024 in our brochure. Customers rated the hotels we use an average of 4.4/5 based on the ‘food & drink’, ‘staff & service’, ‘bedroom comfort’ and ‘public areas’ with The Fistral Beach Hotel & Spa and Copthorne Newcastle coming out top.
A whopping 98.9% of holiday customers would book with us again and also recommend us to a friend. We’ve seen record levels of repeat business with more customers returning to us than ever before and almost 50% saying that they heard about us through recommendations. We’ve always had a fantastic amount of repeat business, something that we hold very dear. Customers that return time and time again are the biggest compliment a company can have and we’re lucky that the nature of our industry means that many customers are now personally known to us.
“We pride ourselves on the personal service that we offer, from enquiry to booking to travelling there is always someone ready, willing and able to help. We are so incredibly proud of our hard working team whose attentive, friendly and professional approach is consistently praised by customers – particularly as we seem to be in a day and age where customer service skills are few and far between. The relationships that both our drivers and booking team build up with customers is an integral part of our business, without it we wouldn’t see the invaluable levels of repeat bookings that 2023 brought. A mention must be given to our in-house mechanics whose knowledge and attention to detail means our coaches are consistently maintained. These results prove that customer service is the key to our ongoing success.” Jane Duffelen, company partner.
Scores show that you love our loyalty bonus, and that visits to gardens, historic houses, scenic drives, cruises, rail journeys and guided tours are your preferred excursions. So of course, we’ve made sure that all of these feature heavily in our 2024 tours.
The most exciting news for us is that more people are choosing coach holidays with almost 14% of customers choosing us to experience their first ever coach tour, an increase of over 5% since 2019. So, if you’re new to coach holidays, follow the trend, give our tours a try and see for yourself why our drivers, coaches and booking team are so highly rated.
Results based on the opinions of 790 holiday passengers in 2023, thank you to everyone that took the time to complete a questionnaire.
