Holidaybreak driven by knowledge
Post-Holiday Questionnaire (PHQ)
Holidaybreak offers camping holidays. Until a few years ago, Holidaybreak sent holidaymakers paper questionnaires to evaluate their holidays . Holidaybreak feared that the response to online surveys would be lower than the response to its paper surveys, in particular among residents of the United Kingdom.
After a successful pilot survey in the Netherlands, Holidaybreak asked Flycatcher to carry out online surveys in other countries as well. With success: the response rate was higher than with their paper questionnaires. Holidaybreak also indicated that the results were more reliable now the survey was conducted by an independent research agency instead of by their own staff.
Holidaybreak receives automated updated weekly overviews of the results through a secure website, enabling them to quickly detect and fix any issues. Results are delivered in a tailor-made format, various layers in the organisation receiving the results that they need, from employees in customer service to regional managers (see also smart reports). Results are broken down by holiday region, and a benchmark is available which compares various groups of holidaymakers.
The surveys have been carried out by Flycatcher for the past 4 years and have proved very valuable to Holidaybreak. This has led to other research being outsourced to Flycatcher, including a survey among camping staff (satisfaction of the employees about recruitment and selection, training and experience on the camp site itself), a survey held among former customers (why did they not book again) and potential customers (what was the reason why they applied for information, but did not book a holiday after all). We have also carried out various ad hoc surveys for Holidaybreak, including an image / branding research.