Analyse the issues described below using root cause analysis techniques.
Analyse the issues described below using root cause analysis techniques.
A travel agency has recently lost several medium-sized and large corporate customers due to complaints about poor customer service. The management team of the travel agency decided to appoint a team of analysts to address this problem. The team gathered data by conducting interviews and surveys with current and past corporate customers and gathering customer feedback data that the travel agency has recorded over time. About 2% of customers complained about errors made in their bookings. On one occasion, a customer requested a change to a flight booking. The travel agent wrote an e-mail to the customer suggesting that the change had been made and attached a modified travel itinerary. However, it later turned out that the flight reservation system had not confirmed the modified booking. As a result, the customer was not allowed to board the flight, leading to a series of severe inconveniences for the customer. Similar problems had occurred when booking a flight initially: the customer had asked for certain dates, but the flight tickets had been issued for different dates. Additionally, customers complained about the long time it took to get responses to their requests for quotes and itineraries. In most cases, travel agency employees replied to requests for quotes within 2–4 working hours, but in the case of some complicated itinerary requests (about 10 % of the requests), it took them up to 2 days. Finally, about 5 % of customers complained that the travel agents did not find the best flight connections and prices. These customers essentially stated that they had found better itineraries and prices on the Web by searching by themselves.
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