The year 2021 was a crucial step for the Tourist Office of Trouville-sur-Mer, which faced a new challenge: to pass the mystery audit for the maintenance of the Marque Qualité Tourisme™.
Since the changes made in 2019 to the benchmark of criteria that Tourist Offices must meet, a new form of audit has been put in place with the aim of developing the quality approach and refocusing customer service and reception assessment. This assessment is in addition to the full audit planned every 5 years since the 2019 reform.
The reference system for this visit included more than 150 criteria to be respected, with chapters dealing with promotion, communication, reception strategy, quality monitoring and customer loyalty, sustainable development, promotion of quality tourism and additional services, such as the store.
This summer, the Tourist Office team stood out for its quality welcome during the visit of the mystery listener and beforehand during the tests carried out remotely by telephone, email, website, or even the verification remote actions and documents…
This assessment required a minimum compliance rate of 85% to allow the establishment to retain the mark.
The Tourist Office, proud holder of the Qualité Tourisme™ brand since 2013, is pleased to handily renew its distinction with an exceptional audit result of 96,86%, far ahead of the national average which stands at 91% (90% for the regional average).
Congratulations to Floriane Martin, quality manager of the Tourist Office, who knew how to manage this file, with the enthusiastic support of the whole team, under the impetus of her management.
