Summary
The Coach Travel Group’s reputation is built on delivering high-quality travel experiences. As the organisation expanded, it needed a unified feedback system to maintain standards and empower individual brands to grow.
Several of the network were already benefiting from high-quality review collection through Feefo, making it the natural choice for a group-wide rollout.
The group now benefits from:
- Group-wide quality control: Data-driven insights help maintain consistent standards across the organisation.
- Staff recognition that boosts morale: Drivers and frontline teams receive the praise they deserve.
- Actionable insights that drive service improvements: Feedback is used to make faster, smarter decisions at both group and brand level.
The Whole Story
The Coach Travel Group, a collective of independent coach tour operators across the UK, has built its reputation on delivering exceptional travel experiences—from day trips to multi-day holidays. With over 10 brands under its umbrella, the group is committed to maintaining high standards across every journey.
But as the group grew, so did the challenge: feedback was fragmented, inconsistent, and difficult to act on. Some operators were already using Feefo with great success, while others relied on manual methods that slowed down response times and limited visibility.
To unify its approach and unlock the full potential of customer feedback, the group rolled out Feefo across all brands.
The Challenge – fragmented feedback, limited insight
Before Feefo, feedback collection varied widely across the group. Some brands had access to real-time online reviews, while others were stuck with slower, manual processes. This inconsistency made it difficult to:
- Spot trends across the group
- Address issues quickly
- Use feedback to inform strategic decisions
Without a centralised system, feedback was reactive—used to resolve complaints rather than proactively improve services or support brand growth.
The Solution – a unified platform for group-wide insight
Feefo now serves as the single source of truth for customer feedback across all of the group’s brands. It’s easy to use, cost-effective, and scalable—making it ideal for a multi-brand organisation.
Key benefits include:
Centralised Feedback
All reviews are collected and analysed in one place, giving the group a clear view of customer sentiment across every brand. New brands find Feefo easy to adopt, with operators finding it "really quite easy to use" and "good value for money."
Enhanced data collection
Beyond star ratings, Feefo enables detailed feedback on service quality, hotels, excursions, and more. NPS scores help track brand sentiment and identify areas for improvement.
Empowering brand-level growth
With Feefo, individual brands can act on their own feedback while contributing to group-wide standards. This balance of autonomy and alignment allows each operator to grow while maintaining a consistent customer experience.
The Results – quality, morale and growth
Feefo transformed how The Coach Travel Group manages feedback – delivering measurable improvements in quality, morale and customer insight.
Improved quality control
The data-driven insights from Feefo have empowered The Coach Travel Group to actively manage quality - Feefo data is used to hold third-party suppliers accountable.
In one instance, Feefo data led to a supplier covering compensation costs for a poor hotel experience. In another, a hotel was removed from the programme due to consistently bad reviews, after falling below the group's internal 3.9 score benchmark for quality.
Enhanced driver and staff morale
Feefo provides a consistent, trackable way to recognise and reward frontline staff. Collated feedback is easily summarised to issue "certificates of success" and vouchers to drivers and has even led to the creation of a bonus scheme for cleaners based on cleanliness reviews.
Across the group, Feefo helps drivers get the recognition that they deserve, which boosts morale and makes for a better team.
Actionable insights
The group now has a better understanding of its customer base. They can monitor NPS scores and use detailed comments to address issues quickly. Feefo's online platform provides real-time data that is immediately actionable, a stark contrast to waiting weeks for manual forms to be returned.
Raising expectations - delivering greatness
Feefo now underpins a unified quality standard across the whole group, making feedback effortless, actionable and scalable for future growth. Holistic learning is now possible – with feedback from each operator feeding into a service model that benefits the group as a whole.
Customers now "expect Feefo" and will even call the sales team if they don't receive their feedback request email!
Thanks to an effective partnership with Feefo, The Coach Travel Group’s dedication to customer service has been elevated to new heights.
Managing multiple brands? Let’s show you how Feefo makes feedback simple. Contact us today.
*The whole of The Coach Travel Group:
Johnson's Coaches, Alpine Travel, Barnes, JH Coaches, Swans Travel, Coatham Coaches, The Ready Group, Whittles Coaches, Horseman Coaches, Stewarts Coaches
