Clients Voucher and Satisfactory Survey
Here we talk about two important documents : The detailed voucher that we send out to our clients a few weeks before their arrival and the Satisfactory Survey that we will send them at the end of their trip.
What to include in the voucher
The voucher is the travel document that reflects the itinerary of the client in a condensed form.
It includes in the first part :
- Clients arrival and departure details (dates, cities and flight numbers)
- Clients complete name, nationality, passport numbers
- Any special information important for the smooth journey (such as allergies to medicine or food).
In a second part, you will detail all the services included :
- Name and address of the hotel, type of room reserved and for which dates
- Group excursion or private excursion to this or this site and what the excursion includes (entrance fees, transportation, lunch, guide)
- Details in regards to the guide (private or group, English or Spanish-speaking)
- If private guide and driver, their name and telephone number
- Departure times of the excursions / transfers in the mornings
- Meals included (breakfast, lunch and dinner)
The voucher also includes the representative agency’s telephone emergency number, where the client can always contact you in case of any questions.
You will find here an example voucher that you might want to change to your own needs.
The Satisfactory Survey
This is a very important document if you use it the right way ! At Phima, our vouchers are always very detailed.
Actually we use the details from the voucher above in order to prepare the Satisfactory Survey. We don’t only want an overall impression from our clients, but are very specific as to the hotels they stayed in, the archaeological sites they visited, the different drivers or guides they had.
Being that specific, helps us to understand where we have to improve our services.
Once we get the Survey back, we work on the follow-up.
- Internally we have our Excel sheet, where we keep track of the clients comments.
- Towards our local partners, we inform them about the clients comments and ask them to take the necessary action to improve.
- If it concerns a guide, we try to provide him the necessary help (English lessons, more detailed research on a specific site).
- Regarding archaeological sites, we can see if a site is finally not interesting for a big part of our clients and replace it with another site.
You will find an example of a Satisfactory Survey right here.