Customer Satisfaction
The tour genuinely meets or exceeds expectations
A responsible tour should also be a good tour. This sub-indicator measures the overall quality of the visitor experience — whether travellers feel their expectations were met or exceeded, and whether the operator consistently delivers what it promises.
The overall quality of the visitor experience, measured through how well the tour meets or exceeds traveller expectations.
How RTA measures this
The same sub-indicator is assessed from two sides: operators self-assess their performance; travellers rate their experience. Both use a 1–5 scale.
“How effectively did this tour meet or exceed customer expectations?”
- 1We have a decreasing demand for this tour with less than 60% of our customers being satisfied.
- 2Between 60% and 70% of our customers are being satisfied.
- 3More than 70% of our customers are being satisfied.
- 4More than 80% of our customers are being satisfied.
- 5Satisfied beyond expectations with more than 90% of our customers being satisfied. A wide majority of our customers are rating this tour very positively on TripAdvisor and/or other online satisfaction tools.
“Overall, how satisfied were you with this tour?”
- 1The tour fell significantly short of expectations — I would not recommend it.
- 2The tour met some expectations but there were notable shortcomings that affected my experience.
- 3The tour generally met my expectations with a few areas that could be improved.
- 4The tour met or exceeded most of my expectations — I was largely very satisfied.
- 5The tour exceeded all my expectations — it was an outstanding experience I would enthusiastically recommend.
Other sub-indicators in Satisfaction of Residents & Visitors
Rate this indicator yourself
Complete a questionnaire and see how an operator scores across all 16 sub-indicators.