Over a 6 months period Holiday Velvet, a holiday rental agency with over 6,000 vacation rentals in their portfolio in locations including Rome, Barcelona, Paris and Venice, have been conducting an on-line survey with their clients. The results conclude that excellent customer service and on-line information are the keys to returning customers.

“We started the on-line survey as a way of knowing how we could improve our customer service,” says Vanessa de Souza Lage, co-director of Holiday Velvet. “The results have confirmed that customers appreciate a combination of concise web content and knowledgeable travel consultants.”

Just over 90 percent of people that took part in the survey said that the information contained on the Holiday Velvet website was sufficient enough for them to take the decision to book, whilst over half of the participants greatly appreciated Holiday Velvet’s travel consultant’s destination expertise, efforts in finding them the most suitable vacation rentals  and promptness in answering queries.

Holiday Velvet’s booking vouchers, which customers receive on-line after they have paid the deposit or the full amount for the vacation property, were praised for their ease of use by over 90 percent of participants. Holiday Velvet’s on-line booking vouchers gives details on local contacts, check-in times and even local by-laws regarding holiday rentals.

“Most importantly for us, over 85 percent of participants said they would re-book with Holiday Velvet,” concludes de Souza Lage. “Although we are always looking for ways to improve, I think we are on the right track in providing a good customer experience.”

Two hundred people participated in Holiday Velvet’s survey, which was carried out over a 6 months period.