Client: The Camping and Caravanning Club
Sector: Leisure / Travel & Membership Services
Services Used: Mystery Shopping, Customer Experience Benchmarking, Channel Comparison Analysis (Online vs Phone)
The Challenge
The Camping and Caravanning Club wanted to ensure that members and new customers were receiving a consistent, high-quality experience across both telephone and online booking channels.
With multiple contact points and seasonal surges, they needed structured insight to track service levels, identify channel-specific issues, and maintain standards year after year.
Our Solution
Tern delivered a long-running mystery shopping programme focused on assessing the booking process across both phone and online journeys, from first enquiry to confirmation.
In addition to performance scoring, we tracked Net Promoter Score (NPS) and conducted cross-channel comparisons to highlight areas where the customer experience could be optimised.
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