Re: UKNM: The Travel Inn Cacophany

[Craig Pickup]

Tom Hume wrote:


> I'd be interested to hear more specific details about the broken links. As

> for inappropriate survey demands - we have for the last week been running

> a survey on the site to get some more feedback from users in preparation

> for the redevelopment. This is only a temporary arrangement, the survey is

> short (if you do feel like filling it out) and in a separate window (easy

> to close if you don't). There's also a cookie set there so you won't be

> bothered by the survey again - whether you fill it out or not.


Having just looked around the site I would say that it is not brilliant and can

be difficult to pin point the exact information wanted nor does it actually

describe in any detail the hotels. It certainly does not "sell" Travel Inns

successfully.


I would comment on the survey form mentioned. It would be interesting to see

what percentage fill it out - I would expect extremely few first time punters

would complete it especially as it is the first thing you get when logging onto

the site. As it appears that it sets a cookie (if enabled) to prevent it

reappearing then unless it is filled out there and then it is unlikely ever to

be filled out as you would not be able access it once closed. Alternatively if

cookies are not enabled it appears everytime you load the home page, which

actually is not that often as there is no link on the site to it. It is also,

IMO, a badly laid out and designed form. Not least it asks for your personal

details if you want Travel Inns to contact you but provides no facility to

specify what you would like them to contact you about.


On the subject of contact, there appears to be no email address anywhere on the

site. The only other way to contact them online is through "fully" completing a

form with all your personal details - even if it is just to mention a problem

with the website. It is no wonder the majority of feedback has been positive -

Those with non-positive feedback are unlike to want to provide full personal

details.


The site certainly is far from customer oriented.


Craig Pickup

Digitrade Ltd

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