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G Adventures Number One for Customer Service

May 19, 2015 Tour Operator No Comments Email Email

G Adventures, the world’s largest adventure tour company, has revealed it has achieved an impressive Net Promoter Score (NPS) of 85 for its sales department in Australia, which is well above industry averages and global benchmarks.

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The NPS, rated out of 100, is based on survey responses from consumers across Australia who rate their experience with G Adventures on aspects of customer service and sales support.  A score of 85 indicates outstanding performance from a customer service team, when compared to other household names who often achieve scores of below 50.

G Adventures’ NPS is backed up by low wait times on customer service calls. Eighty per cent of G Adventures’ calls in Australia are answered in under 60 seconds, with the average wait time only 80 seconds. This means G Adventures customers and travel agents are never waiting long to speak to a real person who is ready to help them.

Linda Addy, Managing Director of STA Travel Australia, who partners with G Adventures, said the superior level of customer service offered by the adventure travel company was one of many reasons STA Travel chose to work with them.

“G Adventures has always offered wonderful support to our agents, and its most recent NPS figures confirm what we have known for years, G Adventures is servicing the travel agent industry best,” Addy said. “It is a real comfort for our agents to know they can pick up the phone and have an answer for their customers in just minutes.”

Belinda Ward, Managing Director for G Adventures Australia and New Zealand, said G Adventures is proud to be recognised for servicing the industry so well.

“It is so important to G Adventures that our travel agents and customers are happy with their experience with us. Most agents never have to wait longer than a minute to talk to a team member at G Adventures, meaning agents can keep their customers happy by answering questions promptly and accurately,” Ward said.  “We pride ourselves on showing a commitment to keeping phone waiting times low, and service levels high. It takes the guesswork out for our agents, as they know they have reliable support whenever they need it.”

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