Thomas Cook Harnesses Infovisual System

4th Aug 2003

Infovisual announces a sector first with Thomas Cook, to supply its groundbreaking Customer Service Questionnaire (CSQ) system to the leading operator.

The secure, low-cost solution - which was recently launched - allows Thomas Cook to evaluate and respond to customer feedback more quickly and easily than other operators.


enjoys a longstanding relationship with Thomas Cook, which commenced in 1997, and has seen the system provider`s solutions adopted across the organisation.

Through the CSQ solution, key Thomas Cook employees in the UK and overseas benefit from instant access to the latest customer feedback, through any PC with internet access - ensuring responsive operational changes are implemented as quickly as possible.


Overseas resort staff can access the system - in its user-friendly format - at any time, which removes the difficulty of downloading large email files while abroad.

All Thomas Cook`s CSQ information is collated by Consumerdata, the European market leader in CSQ services to the travel industry. Infovisual`s solution downloads Consumerdata`s information into an easy-to-use electronic format, eliminating the need for internal annotation, PDF file creation, and distribution through email downloads.
Jason Lansell, Head of Market Research at Thomas Cook commented: “Thomas Cook has worked with Infovisual to develop a fast and effective system which delivers regular customer satisfaction scores into key departments of Thomas Cook.

“Initial feedback has been extremely positive. The solution enables our users to easily access the most up-to-date information, and has the ability to tailor reports to meet their individual requirements.”

Mark Thomas, managing director at Infovisual said: “In an industry where Customer Relationship Management (CRM), and overseas service are now crucial to success, CSQ`s are more important than ever before for tour operators.

“Our low-cost, real-time CSQ solution will deliver a customisable system that will give travel industry companies a competitive advantage.”

Adrian Lawes, managing director at Consumerdata added: “Infovisual is working with tour operators to provide a convenient method of responding to customer data, which is something the industry will benefit from. In a sector where many staff are based abroad and access to emails can sometimes be problematic this makes real sense.”

The company`s off-the-shelf solution ensures ownership costs are low. To support all aspects of each customer`s operations, Infovisual`s technology is split into 20 modules, with users able to adopt as many as they require. Modules can also be adapted to suit any business sector from travel to healthcare, marketing to banking.
Related stories on ITN:

(03/01/2003) Thomas Cook Selects MicroStrategy Technology

(24/12/2002) Thomas Cook India Announce New Online Feature



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