Islander's ambitious customer promoter initiative lies at the heart of our strategy. The goal is to substantially improve customer satisfaction by systematically tracking customer attitudes, identifying sources of dissatisfaction and taking the actions needed to turn at least 95% of Islander customer & partners into Islander promoters.
The promoter program involves surveying all customers after each interaction with one of our brands and questioning each customer who is not completely satisfied. Rather than outsource the customer contact portion of the program to a third party, customers are being questioned directly by Islander managers. The idea, unprecedented in the travel business and extremely rare elsewhere, is to demonstrate to customers that Islander people are genuinely, personally concerned about each travel experience. At the same time, the program aims to ensure that everyone in the Islander organization – from senior corporate management to entry level understands and responds to customer expectations.