Alternative Aquitaine
Client Satisfaction Survey 2010

Summary | Property League Tables | 2009 Survey Results

Every client who takes a holiday with us receives a copy of our Client Satisfaction Survey.

The results of the survey have again been very satisfying with 98% of clients saying they would recommend us to friends and family - that's a 1 pp increase on 2009!

We believe the results show:
1
That we are delivering against our key principles
2
The value that a good agent brings in selecting holiday properties (independence, objectivity, validation) vs. booking direct with the owner
3
That Aquitaine is a much-loved destination

Summary

In the table below we report the percentage of clients rating us "Good" or "Excellent" against the six measures covered in the survey. The second percentage figure also incorporates the clients who rated us "Satisfactory" against these measures.

All data and client reviews are from the 2010 season. These are just a very small sample of quotes that clients have written on their questionnaires.


MEASURE
% SCORES
WHAT OUR CLIENTS ARE SAYING
INFORMATION
The amount of quality of information available on our website
85% / 97%

“ We found the information concise, accurate and informative.”

“The information was clear and easily accessible.”

“Engaging and informative website, helpful advice over the phone.”

“Very clear and concise, user-friendly.”

“Useful info on surrounding area.”

“The description of the region, house and admin services were excellent”.

“The local information was excellent, and the descriptions of the property were good.”

“More photos of the apartment would be good, but your detailed description of the area was excellent. Restaurant recommendations were great also.”

“The information on your website was very informative and the literature you sent in the post with map and guides was a great help, thank you.”

AA comment: we recognise that some of our web pages are looking a little dated and we've now revamped our property pages to a brand new design featuring some great new tools such as Google maps. We hope you like the changes - we'll be migrating all remaining property pages to the new format asap.
BOOKING
The ease of booking your holiday accommodation
with us
94% / 99%

“A very straightforward process, particularly when compared to booking directly with owners."

“ A first class service at all times.”

“The team were very helpful by providing further information about all the villas we were interested in.”

“Any bookings or other queries were dealt with very quickly.”

“The staff were extremely helpful and knowledgeable about the area and the properties.”

“Thanks for a smooth operation from booking to getting the keys etc.”

“Friendly service with someone available to speak to on the telephone.”

“Very quick efficient service”

“ No problems with booking. Made easy. Contact by email much appreciated due to us living in Australia. Contacts were always responded to promptly”

“Very efficient and professional yet friendly service, couldn’t fault anything”.

“We were delighted with the friendly advice and service.”

“Very prompt responses and easy to book.”

“Fast and reliable service. Quick and friendly replies from Justin on the questions raised.”

 


AA comment: we're delighted to read this feedback as 2010 was the first season for our new bookings system which provided much greater automation for us and a smoother experience for clients. We still need to make changes, and we plan to offer an online payment service and an area of the website where clients can log-in to access information. These projects are in the pipeline!
PROPERTY
Whether the property met your expectations and was a good match for your needs
76% / 92%

“Maison Xapella was perfect for us, and exceeded our expectations. It was in a great location to explore the Aquitaine area. Bidart was a delight, and easy to reach by car, or on foot.” 001

“In many ways it exceeded our expectations; it was family accommodation which fully met our needs.” 003

“Ideal property for 2 adults and 2 children – comfortable and well kitted out.” 013

“We had a wonderful time. What a beautiful house! We think this is the nicest holiday cottage we have ever stayed in – and we have stayed in a few!” 014

“The property was well described on the website. Pool was lovely.” 020

“The property was very nice, and perfect for a family with young children.”  022

The property was large, spacious and set in a great garden. The village of Ascain had everything we needed – we really liked it, and we ere very pleased with the house.” 029

“Great house, great big garden – the kids loved it!” 029

“ A very light, spacious and relaxing property. The Sky TV was a bonus.” 031

“It exceeded our hopes – the owners could not have been more helpful.” 051

“A lovely property  with great facilities” 043

“Ideal location – close to the beach and all facilities.” 056

“Superb property. Glad I spoke to you before going – you recommended it as being more suited to a honeymoon – and it was super.” 117

“Property was great, exactly as per the detailed spec on the website.” 125

"The property exceeded our expectations. The fourth bedroom described as a landing was much larger and more private than expected." 130

Lovely... spcaious, modern, light, well-appointed." MGBI-VBA

"Property was excellent, everything we'd hoped for. Quality of all eqipment very high standard." MGBI-VBA

"Property was excellent, even better than expected! We would definitely stay there again next time we are in Lacanau." MGLA-AGT5

"Just over dunes to brilliant beach." FHS009 -AB4R7

"We had a wonderful holiday. The accommodation was quite basic, but set out very well making for a wonderfully relaxing holiday." MGMOCC-EEF

"Had a lovely holiday - perfect for our family and interests - looking forward to going again." MGMOCC - EEF

"Extremely good property, high specifications and comfort and well located for what we wanted, i.e. golf, tennis and great beaches for surfing. Not ideal if you wanted a more raucous style of holiday but for us as a family it was ideal."MGMOCC-EDF

AA comment: ultimately it's the quality of the property that dictates client satisfaction and we're pleased that the properties we choose to offer in our collection are enjoyed so much. Please take a look at the best-rated properties based on the 2010 survey.
VALUE
The value for money
of the property you rented
61% / 90%

“ We felt we got excellent value for our money, and hope to use Alternative Aquitaine and the property again, in the not too distant future.” 001

“It compared well with other properties we considered and was well equipped with very good facilities.” 003

“Although the property was the most expensive we considered, it was definitely value for money, in terms of space, location and beautiful internal decorations and all kitchen equipment and amenities.” 003

“Expensive, but quality always is!” 022

“Excellent value for money.” 028

“Ideal value for money – loved it!” 028

“Expensive but first rate accommodation, and the broadband worked.” 041

It was about the same price as a comparative hotel, but much more room, and the ability to shop at the markets was wonderful.” 060

“We went just off-peak, so good value for a family of 5.” 112

“The apartment was good value for money for a week in June.” 123

“It’s a bit difficult to judge what a good price is out of season, but we were very happy with the value for money we got.” 125

“Great value for money, particularly given the extra facilities on site (tennis, squash, café, pool etc.).” FHS001 – V4

AA comment: 'value' is a very emotive and subjective criterion and certainly the most difficult to score highly! That said, 90% of clients felt satisfied (or better) with what they've paid. Why not take a look at the properties rated best-value-for-money in the 2010 survey...
AREA
Whether the local area was a good choice of destination for you
88% / 96%

“Bidart could not have been better, wonderful scenery of mountains, sandy beaches and clear blue waters. Excellent restaurants and bars offering a good variety of food and drinks, and all served with a friendly smile from the locals.”

“We were really impressed with the area (St Martin de Hinxe). It’s a very pretty part of France, with beautiful beaches and lots to do for all the family. We will definitely go back in the future.”

“Dramatic scenery and beautiful countryside – it is a place we would love to visit again. Oloron Ste Marie is a most fascinating place, and we really needed a lot more time to explore all its possibilities.”

We booked to coincide with participation in  the étape du tour and as a base to watch the Tour de France. The location was perfect for this, and we very much enjoyed travelling around the region.”  Oloron Ste Marie.

“The area (Seignosse) was delightful and very easy to get around. The staff at the local tourist information centre were extremely helpful.”

“We would definitely go back to Hossegor – we particularly loved the beach.”

“Wonderful area of France (Hossegor) with many great beaches within easy access.”

“Perfect situation – right on the beach at Capbreton.”

“Capbreton spot on for surf – can travel north or south depending on the swell.”

“Loved it – Arcachon is a terrific place for families or couples.”

“Ascain is lovely. Superb location for beaches, mountains and the lovely towns of the Nivelle valley. Basque cities of Spain also close by.”

“Fantastic region of France.” (Soulac-sur-Mer)

“Ste Marie de Gosse is quiet and not too touristy.”

“Superb – I would recommend the Villa Erdian (St Jean de Luz) to anyone.”

“We really enjoyed the house itself (061), as well as its proximity to the sea, lake and Hossegor town. A great place to go with teenagers – all the kids had a terrific time.”

“Well located with superb views – all in all great!” 062 St Jean de Luz.

“Amazing surf and nightlife!” (Seignosse).

“Nice chill out, which was what we expected. Activities in surrounding area good – golf, crazy golf, surfing, biking and tennis.” (Messanges).

“We loved it. The area of Anglet plages is quiet, clean and wholesome, busy with families and sporty young people doing their own thing in an unobtrusive way. It’s a good base for visiting other towns too.”

"Lovely area with great beaches for surfing, lovely food and markets." (Moliets Plage).

"Biscarrosse Lac beautiful, cycling very family friendly and proximity to seaside great as well, and lots of day trip possibilities."

"Lovely area between the lakes and coast - beautiful forests with good cycle paths. Lacanau Ocean has everything you need and the supermarket in Lacanau is very good."

"Great location! Great to have choice of the beach, lake or pool. Loads for kids to do." Lacanau

"A beautiful place with plenty to see and do within easy access. While we were there, we were impressed by the other holiday makers, a lovely mix of people of all ages and many different nationalities." Moliets Plage.

 

AA comment: clients want not only a great holiday property but they want an exciting destination that offers plenty of activities and an experience for Francophiles. Aquitaine - in all of its corners - delivers this.
SERVICE
The quality of service we have provided to you overall
90% / 97%

“It has been a delight to do business with you all. Always helpful, friendly and efficient.”

“Good service provided by everyone involved with our holiday.”

“ I could not have asked for a more professional and attentive service  and would definitely come back to you.”

“Outstanding service … many thanks”.

“A brilliant service – attentive and always listening.”

"You know the area well, and we benefitted from that"

“Really excellent service – thank you!”

“Good advice, and very detailed package to read. Maps very useful.”

“The personal contact with the staff is excellent and everyone is knowledgeable, helpful and friendly.”

“I loved the information you sent with the directions and that helped us research the local area, it was a nice touch.”

“Have used Alternative Aquitaine 3 years running, and would not hesitate in recommending you.”

“It was nice to experience how contactable you were even out of normal hours, very reassuring.”

“You deal with customers in a personal fashion, and you select quality properties for your portfolio.”

“Beyond anything we’ve experienced before, and we’re seasoned travellers.”

"Friendly small company approach, so you don't feel like you are one in millions. Responsive to requests for help and information."

"You are friendly and helpful... I can imagine that if we ran into trouble you would be there for us."

"You were quick and efficient. Everything arrived on time, and with no hassle at all."

"Efficient and uncomplicated service."

" You have a friendly and well-informed team - it is great that your team have actually visited the resorts and know them well."

"You are very responsive and willing to help. I have a real sense that you care about the holiday experience for your clients, and try to guide them to the best choice."

"I think you are the best agent we have ever used. Your knowlege of area was important in our choice to book with you."

"Our late booking was dealt with very quickly and efficiently."

AA comment: we love what we do so it's very easy for us to deliver the levels of service that you should expect!



Property League Tables

We know that you'll find the next survey results useful - here's the Top 10 properties in 2010 based on Value For Money and whether the property Met Expectations.

The property's average score is in brackets. The average score for ALL properties in 2010 was 73% (3.65 out of 5) on the Value for Money measure, and 80% (4.02 out of 5) on the Met Expectations measure.

TOP 10 RATED PROPERTIES
VALUE FOR MONEY
TOP 10 RATED PROPERTIES
MET EXPECTATIONS
1st. (5.0)
La Chartreuse - near Bayonne
Maison Dorenia - Basque country
Maison Baradet - near Hossegor
Villa des Gemmeurs - near Moliets Plage

5th (4.8)

Studio de l'Ocean - Hossegor
La Joliette - Oloron-Ste-Marie

7th (4.5)
Exte Aita - St Jean de Luz
Appartement Ossuna - Biarritz

9th (4.3)

Villa des Cigales - near Cap Ferret
L'Appartement Castelcap - Capbreton
1st. (5.0)
Tarrit de Bas - Eauze, Gascony
Maison Dorenia - Basque country
Maison des Pecheurs - St Jean de Luz
Ma Lande - Hossegor
Villa des Gemmeurs - near Moliets Plage
Appartement Nord du Phare - Cap Ferret
Maison St Charles - Biarritz
Maison des Herons - Cap Ferret
Cottage des Vignes - near Bordeaux

10th (4.8)

L'Appartement Castelcap - Capbreton



And here's what our clients are saying about these top-rated properties...


PROPERTY CLIENT REVIEWS
La Chartreuse - near Bayonne
"Beautiful property in gorgeous setting. Amazing games room for the kids. Lots to see and do within a 30 minute drive - would love to have had 2 weeks to make the most of it all."
Maison Baradet - near Hossegor
"A lovely place to stay."
Villa des Gemmeurs - near Moliets Plage
"Lovely villa. Perfect for beach and relaxing by the pool. Actiivities in the surrounding area good - golf, crazy golf, surfing, biking and tennis."

"Perfect choice for a family with a teenager. Quiet but within walking distance of restaurants etc."
"Outstanding - couldn't ask for anything more."

La Joliette - Oloron-Ste-Marie

"The property really exceeded our expectations because the beautiful views were so breathtaking, which was not so apparent on the views of the house. The swimming pool was great for the children and they spent a lot of time enjoying it. The house itself was so spacious that we all had our privacy, but lots of spaces to eat and sit together."

"La Joliette was superb, a beautiful house furnished to a very high standard, and had everything we needed."

Exte Aita - St Jean de Luz
"We have just returned from our fortnight's break, and thought we would drop you a line to say how much we enjoyed the house - Exte Aita - a true delight."
"Ideal location - close to the beach and all facilities."
Villa des Cigales - near Cap Ferret
"Really enjoyed the area. Plenty to do even out of season. Felt more like renting a house in a 'real' place, rather than just having an extended holiday in a holiday resort."
"Property exceeded our expectations - better than pictures on the website, and the website doesn't show how good the view is.."
Tarrit de Bas - Eauze, Gascony
"A fantastic house, so comfortable and beautiful."
Maison des Pecheurs - St Jean de Luz
"Wonderful place - very well located, superb views - all in all, great!".
Nord du Phare - Cap Ferret
"Beautiful location - we were very impressed with it."
Masion des Herons - Cap Ferret
"SUPERB! Will recommend to our friends and relatives. We'll be back.".

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