Client: The Camping and Caravanning Club
Sector: Leisure / Travel & Membership Services
Services Used: Mystery Shopping, Multi-Channel Journey Assessment, Customer Experience Benchmarking, On-Site Visit Evaluation
The Challenge
The Camping and Caravanning Club wanted to evaluate the full member journey, from initial booking to on-site experience, to ensure consistently high standards across their national network of sites.
They needed structured insight to assess booking efficiency, staff interactions, and site-level facilities, with a view to tracking long-term performance and enhancing the overall experience for members.
Our Solution
Tern delivered a comprehensive mystery shopping programme combining online and telephone booking journeys with in-person site visits.
Mystery shoppers assessed not only the ease of booking, but also friendliness of staff, the quality of site facilities, staff knowledge, and overall member satisfaction once on location. Results were tracked year-on-year to support continuous improvement.
Results
- Yearly average of 92%, NPS 65
- Six years of back to back improvement in overall score
- Comparison of booking process highlighted issues with the online process that were not present with telephone booking