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G Adventures tops for customer service

Australian travellers and travel agents are loving the service and smiles coming from G Adventures, according to a new survey.

Australian travellers and travel agents are loving the service and smiles coming from G Adventures, according to a new survey.

 

G Adventures achieved a Net Promoter Score (NPS) of 85 for its sales department in Australia.

The company says the figure is well above the industry average and makes it one of the top companies in the country for customer service.

The NPS is based on survey responses from consumers across Australia who rate their experience with G Adventures on aspects of customer service and sales support.

G Adventures feature

The G Adventures team on a recent company gathering in Egypt.

A score of 85 out of 100 indicates outstanding performance from a customer service team.

G Adventures’ NPS is backed up by low wait times on customer service calls – 80 percent of G Adventures’ calls in Australia are answered in under 60 seconds, with the average wait time only 80 seconds. This means G Adventures customers and travel agents are never waiting long to speak to a real person who is ready to help them.

Linda Addy, Managing Director of STA Travel Australia, who partners with G Adventures, said the superior level of customer service offered by the adventure travel company was one of many reasons STA Travel chose to work with them.

Belinda Ward, Managing Director for G Adventures Australia and New Zealand, said G Adventures is proud to be recognised for servicing the industry so well.

“It is so important to G Adventures that our travel agents and customers are happy with their experience with us.”

Belinda Ward, G Adventures Australia and New Zealand Managing Director

“Most agents never have to wait longer than a minute to talk to a team member at G Adventures, meaning agents can keep their customers happy by answering questions promptly and accurately.

“We pride ourselves on showing a commitment to keeping phone waiting times low, and service levels high. It takes the guesswork out for our agents, as they know they have reliable support whenever they need it.”

What do you think of G Adventures’ customer service?