Customer Service Commitment

Tripfez places a high priority on several key matrices below:

Average response time:

The objective is to keep the average response time to a minimum within Tripfez’s key target of max. 15 seconds during office hours and 20 seconds during out-of-office hours and weekends. This is measured right from the moment a customer makes a call to the moment Tripfez agents respond.

First call resolution:

The objective is to solve the booking upon first contact. A high first-call resolution rate will increase the total number of issues an agent has at a given time.

The number of issues:

The objective is to ensure the optimum number of agents are appointed to a particular client.

Key Matrices & Measurement Analysis

Tripfez places a high priority on several key matrices below:

Net Promoter Score (NPS):

The NPS is critical to Tripfez’s entire operation as it indicates the support level of our existing client and determines how likely our existing client is to refer to other companies. On a scale of 1 – 10, and based on their scores, customers are either considered promoters (9-10), passives (7-8), or detractors (0-6).

Customer Effort Score:

This is a particularly critical KPI as it gives Tripfez’s management team a glimpse into the standard of Tripfez’s overall customer experience offerings. Customer Effort Score (CES) is a metric derived from a customer satisfaction survey that measures a product or service’s ease of use to customers. A Customer Effort Score reflects the amount of effort a customer had to exert to use a product or service, find the information they needed, or get an issue resolved. The lower the number the easier customers can work with Tripfez’s agents.

Customer Retention:

Tripfez places a high priority on customer retention with a target of more than 90%.