"Holiday Extras have been involved in this initiative since it's inception. We choose this programme as we wanted something with true meaning and something that had customer input. We are pleased to say that it has exceeded expectations on all counts. The reports provide specific details of areas for further improvement, but also confirm where we are having success. All of this information is customer driven, so the best critics or champions of our brand and everything we strive to do. Winning in Year 1 and then making the elite Top 10 in Year 2 is superb. It has been given an added morale boost for the team and their efforts in delivering award-winning customer service.

The addition of the email aspect has provided impetus for further improvements in that particular area, as well as on-going tweaks to our phone customer service delivery. We do not believe in complacency, despite the excellent results achieved, and we use the Top 50 CCs as we feel it removes the potential bias associated with other programmes. The high profile nature of the awards evening and subsequent publicity is an added, but very welcome bonus. Overall, we view this as worthwhile expenditure, an excellent in-depth programme and a superb way to maintain our standards. "