We are a growing team with passionate people with diverse backgrounds, who came together to showcase Gods Own Country in its original form with a high emphasis on guest happiness. We have a culture where the open exchange of ideas is encouraged and thinking beyond the norm is expected and Guest Happiness Index came as an idea when we were wondering on how we can measure the experience about our Kerala Tour Packages among our guests. Guest Happiness Index is a score that reflects the “happiness” of our guests who travel with us. We want our guests to be happy and delighted after their holiday experience with us and customer happiness index is a way for us to measure their happiness. When we started creating this we wanted it to be simple, minimalist and effective and what better way to convey the happiness than a smiling face like the ones below.
Guests can rate the experience by clicking one of three ratings: “It was great” (happy face), “It was OK” (flat-line face), or “It wasn’t good” (frown face). We launched this on an experimental basis on June 2011 and we ask each of our guests to rate their experience by clicking one of three smilie ratings when they submit the final feedback of the tour with us.We have started with a long journey that we want customer satisfaction has to take in order to grasp where the industry is headed with regard to this all-important factor.
Each and every guest interaction is an opportunity to delight a guest and get better for us. A reliance on metrics such as average handle time, first call resolution and other internally focused measurements, if over-emphasized, can place undue focus on speed and fulfillment of internal performance incentives, leading to a view of customer service as a transactional rather than a relationship-driven business driver and we have defined guest service as an externally focused metric. We are the first tour operator in Kerala to launch a customer happiness index.
After each guest gives us their rating at the end of the trip, we check these ratings and implement suggestions from these guests for our future guests while we strive to delight them. We’ve made these ratings public so everyone knows how we are doing and full transparency keeps us honest. We are obsessed with guest delight and not satisfaction . We believe satisfaction is not a measure of success , it is just enough to get by and we have to do even better by delighting you and we hope guest happiness index will help us to increase the quality of our services. Check out the current Guest happiness index here.