Customer Feedback

  Customer Feedback

Dear Valued Customer,

Thank you for your continuous support. To enable us to serve our valued customer like you better, we would like to gather feedback and comments from you. Please take a couple of minutes to complete the feedback form below. Please be assured that your feedback will be strictly confidential.




1) TELEPHONE & EMAIL SERVICES

Response Time

1a) Telephone call

Picked up immediatelyWithin 3 rings3– 5 ringsMore than 5 ringsAlways goes to voicemail

1b) Voicemail - Call Back

Within an hourBetween 2-6 hoursWithin the same dayNext dayNever

1c) Email

Within an hourBetween 2-6 hoursWithin the same dayNext dayNever

1d) Overall, are you satisfied with our Phone / Email Services response time?
 (Please rate 1 - 5. 5 being very satisfied and 1 being not satisfied)

54321

2) STAFF SERVICE STANDARD

(Please rate 1-5. 5 being excellent and 1 being poor)
5
4
3
2
1
2a) Courtesy
5
4
3
2
1
2b) Communication (e.g does our staff understand your needs)
5
4
3
2
1
2c) Attentiveness
5
4
3
2
1
2d) Responsiveness (follow up)
5
4
3
2
1
2e) Overall, how satisfied are you with our Staff Service Standard?
(Please rate 1 - 5. 5 being very satisfied and 1 being not satisfied)
5
4
3
2
1

3) TRAVEL ARRANGEMENTS

(Please rate 1-5. 5 being excellent and 1 being poor)
5
4
3
2
1
3a) Knowledge on travel products (Best fare, routing, flight availability)
5
4
3
2
1
3b) Do we provide alternatives when your preferred flight is not available?AlwaysSometimesNever
3c) Do we always advise you on the visa requirements? AlwaysSometimesNever
3d) Do we advise you on the best applicable fare and conditions and Ticketing
Time Limit for ticket issuance on itinerary? AlwaysSometimesNever
3e) How familiar is our Consultant with the travelers’ preferences and Personal details?
(Please rate 1-5. 5 being very familiar and 1 being not very familiar)
5
4
3
2
1
3f) How good are we in administering and complying to your travel policy
(Please rate from 1 –5. 5 being compliant and 1 being not compliant)
5
4
3
2
1
3g) Overall, how satisfied are you with our Travel Arrangements?
(Please rate 1 - 5. 5 being satisfied and 1 being not very satisfied)
5
4
3
2
1

4) FULFILLMENT SERVICES

(Please rate 1 - 5. 5 being excellent and 1 being poor)
5
4
3
2
1
4a) Visa application service (e.g Accuracy in providing correct procedures, visa &
passport returned to you on time, charge visa fees correctly)
5
4
3
2
1
4b) Despatch delivery (Timely delivery of travel documents)
5
4
3
2
1
4c) Overall, how satisfied are you with our Fulfillment Services?
(Please rate 1 - 5. 5 being very satisfied and 1 being not satisfied)
5
4
3
2
1

5) EMERGENCY AFTER OFFICE ANSWERING SERVICE

(Please rate 1-5. 5 being very often and 1 being not very often)
5
4
3
2
1
5a) How often do you use this service
5
4
3
2
1
5b) Promptness in returning your call (If there was a missed call)              Immediatewithin ½ hour1-2 hours2 hoursnever
5c) Ability to meet your urgent travel needs
YesNo
5d) Helpfulness (Please rate 1-5. 5 being very helpful and 1 being not helpful)
5
4
3
2
1
5e) Overall, how satisfied are you with our Emergency After Office Answering Service?
(Please rate 1 - 5. 5 being very satisfied and 1 being not satisfied)
5
4
3
2
1

6) MISCELLANEOUS

6a) Do you know that we have a Meetings, Incentive, Conference & Events Department? YesNo

6b) Do you know that we have a Leisure Travel Department?YesNo

6c) Would you recommend American Lloyd Travel Services Pte Ltd to others? YesNo

If Yes, any recommendations?

6d) Any suggestions on how we can improve our services to you?


We thank you very much for your feedback, recommendation and suggestions.

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