Speaking at the recent Numis Travel & Leisure Conference last week, Darby highlighted how net promoter scores have increased from 45% in 2011 — a level he described as “pretty rubbish” — to 55% in 2012.
“Yes we’ve made progress but there’s still a long way to go," he said. “In all honestly we would probably say this progress we’ve made has got us into the pack, it certainly hasn’t got us ahead of the pack; while we have been improving, so has the competition.
“But it’s getting better, and there is a renewed progress on cracking this — for us it’s the Holy Grail.”
He said that the company had a “Sarajevo siege mentality” with the instability in recent years and “you can’t just shake that off overnight”.
But Darby added: “The business is now a lot more unified.”