Handling of Compliments All complaints related to TMCs service Ratio of number of Monthly/Quarterly 15.7.4 and Complaints to be recorded as a ratio of complaints complaints to Review to number of transactions. The ratio number of must be less than 1%. transactions to be less than 1% Where possible all complaints to be 95% of all complaints Monthly/Quarterly 15.7.4 acknowledged within 3 hours of receipt within 3 hours Review Complaints related to TMC to be 95% of all complaints At time of 15.7.4 addressed within 24 hours within 24 hours complaint. Monthly/Quarterly Review All complaints related to a 95% of all complaints At time of 15.7.4 supplier’s service will be addressed with the within 3 days complaint. supplier involved and resolved within 3 Monthly/Quarterly days Review 100% complaints Monthly/Quarterly 15.7.4 and compliments Review All complaints and compliments to be registered. logged in a register and all complaints to 90% complaints be resolved within 2 business days resolved within 2 days Customer Satisfaction Agree and manage customer 80-100% satisfaction Quarterly 15.7.3 satisfaction surveys Travel policy enforcement TMC to ensure Travel Policy is Exception reports Monthly/Quarterly 15.7.5 enforced. Manage with exception Review reports. VALUE ADDED SERVICES Travel value added Customer satisfaction surveys to 80-100% satisfaction Quarterly 15.7.3 services measure value added services to 15.8.1 travellers COST MANAGEMENT
Handling of Compliments and Complaints All complaints related to TMCs service to be recorded as a ratio of complaints to number of transactions. The ratio must be less than 1%. Ratio of number of complaints to number of transactions to be less than 1% Monthly/Quarterly Review 15.7.4 Where possible all complaints to be acknowledged within 3 hours of receipt 95% of all complaints within 3 hours Monthly/Quarterly Review 15.7.4 Complaints related to TMC to be addressed within 24 hours 95% of all complaints within 24 hours At time of complaint. Monthly/Quarterly Review 15.7.4 All complaints related to a supplier’s service will be addressed with the supplier involved and resolved within 3 days 95% of all complaints within 3 days At time of complaint. Monthly/Quarterly Review 15.7.4 All complaints and compliments to be logged in a register and all complaints to be resolved within 2 business days 100% complaints and compliments registered. 90% complaints resolved within 2 days Monthly/Quarterly Review 15.7.4 Customer Satisfaction Agree and manage customer satisfaction surveys 80-100% satisfaction Quarterly 15.7.3 Travel policy enforcement TMC to ensure Travel Policy is enforced. Manage with exception reports. Exception reports Monthly/Quarterly Review 15.7.5 VALUE ADDED SERVICES Travel value added services Customer satisfaction surveys to measure value added services to travellers 80-100% satisfaction Quarterly 15.7.3 15.8.1 COST MANAGEMENT