Quality Management

✅ Overview

Tourpaq includes a built-in quality management system that helps measure and improve the quality of services provided to customers. This is done by collecting feedback from tourists through structured questionnaires sent after their stay. The collected data is analyzed and used to generate service quality statistics for continuous improvement.

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🎯 Purpose

The system is designed to:

• Gather insights directly from customers about their travel experience.

• Identify strengths and pain points related to hotels, guides, transport, and more.

• Enable targeted improvements based on real user feedback.

• Build statistical reports segmented by question groups (e.g., hotel service, guide performance).

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👤 Who Uses It?

• Quality Assurance teams: to monitor customer satisfaction trends.

• Product Managers: to evaluate suppliers (hotels, transport, guides).

• Customer Support: to handle escalated feedback with historical data.

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⚙️ Key Features

🧾 Questionnaires

• Custom questionnaires can be created and assigned.

• Each questionnaire can be composed of multiple questions, grouped by topic or point of interest.

• Topics may include:

  • Guide experience

  • Hotel accommodation

  • Airport transfer

  • Excursions

  • Booking process

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💬 Question Types

• Single choice (e.g., rating from 1 to 5)

• Multiple choice

• Free text (open comments)

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📧 Email Trigger System

• Automatic sending of questionnaires by email after a configurable number of days post arrival at destination.

• Email includes a link to the online questionnaire form.

• Ensures feedback is timely and relevant.

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🔍 Questionnaire Setup

Section	Description
Define Questionnaire	Create a new feedback form with custom title and description.
Add Questions	Enter questions and assign them to a relevant group/topic.
Question Grouping	Enables later filtering and statistics by experience area (e.g., hotel, guide).
Activation Rules	Choose when the questionnaire should be sent (e.g., 3 days after arrival).
Email Template	Customize the content of the email sent to customers.

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📈 Statistics & Analysis

• Responses are collected and stored for further processing.

• Reports can be filtered by question group, travel period, hotel, guide, etc.

• Average scores and satisfaction indexes can be visualized over time.

• Open text responses are visible for qualitative analysis.

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