The aim of this initiative is to continuously improve visitor satisfaction.

In particular, we are committed to:

• To maintain quality by offering continuous improvements to the services provided to visitors: improving the way we interact with visitors, the welcome we provide on site, over the telephone and by post, as well as the management and provision of tourist information, the display of emergency numbers, and access to information on classified accommodation, etc.
• Develop effective tools to enhance the visitor experience: digital tools and communication tools to optimise work processes
• Continuously measure customer satisfaction and take expectations into account
• Continue to improve organisational structure and staff training to enhance skills
• Comply with the requirements of the AFNOR NF Service certification

In order to fulfil these commitments, OTI Sud Martinique has drawn up specific procedures covering the following areas:

• Visitor reception: the aim of this procedure is to help staff ensure visitors are made to feel welcome
• Telephone reception: the aim is to ensure the best possible telephone reception service
• Opening and closing of offices: this procedure will need to be adapted to each Tourist Information Centers and involves preparing the reception area before opening
• Complaints handling: procedures for handling complaints and suggestions from visitors
• Customer satisfaction management: satisfaction questionnaires and suggestion forms are available for visitors to complete at their convenience.