Customer care 'sways holidaymakers'

05.02.2009
When it comes to booking a break, it is customer care rather than cost that sways Britons, the latest research has suggested.

According to a study by Loudhouse, 69 per cent of respondents value word-of-mouth recommendations the most when it comes to finding a holiday.

However, the survey found 23 per cent of participants had endured negative experiences while booking a break.

Joe Brown, general manager for RightNow Europe Middle East and Asia, commented that the research shows the importance of providing a good service.

He said: "The survey makes a clear association between delivering the level of customer care that consumers expect and customer loyalty."

Mr Brown added that during the credit crunch people are putting recommendations ahead of prices when it comes to choosing a deal.

Earlier this week, Sian Williams, country manager UK for trivago, claimed more Brits are planning early when it comes to finding a holiday because of the economic downturn.

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