Tourism Audit Services Australia

How we help youHow you can align customer expectations and experiences Tourism Audit Services’ Customer Care Audit Program uses powerful evaluation tools to objectively measure, track and assess the actual customer experience being delivered. Our consultants anonymously visit tourism operators, then complete highly detailed web-based questionnaires. Analysis of their visits allow us to identify gaps that exist in product or service delivery, and to pinpoint areas where tourism operators need to make improvements to meet customer expectations. Operators can focus on those areas which are highly valued by their customers, shifting their emphasis from less important areas. Outstanding experiences can then be delivered, and operators can develop their competitive strengths and advantages in the most cost-effective way. Customer Care Audits are very comprehensive, covering every aspect of a customer’s visit to a region, an attraction or an accommodation operator, including: •Planning and initial contact. •First impressions on arrival. •Presentation of the tourism operation. •Quality of the overall experience. •Quality of key facilities and services,eg food and beverage retail, entertainment, accommodation. •Quality of general amenities. •Final impressions and encouragement to return. •Whether the operator would be recommended to others.