Getting involved and getting to know new cultures and languages – for many, volunteering abroad is a life experience. Interested parties often turn to organizations that specialize in volunteering projects. A study shows the service offered there.
The gratifying conclusion of a study by the German Institute for Service Quality: The seven organizers of volunteering projects examined achieved a good result with 72.0 points. Six organizations secured the quality rating "good", another cut off satisfactorily.
Above all, the online service of the providers scores: The user-friendly websites have a high information content on topics related to the volunteer programs. For example, all websites provide information about available travel periods for the individual projects and the requirements for participation (language skills, age, etc.). Statements on social responsibility and sustainability and a note on travel insurance are also standard. In addition, online booking or inquiries are possible with all volunteering organizations.
Almost without exception, interested parties receive correct, mostly structured and understandable information on the phone and in e-mail inquiries. Despite the high advisory competence and friendliness of the employees, the test also shows room for improvement: The information is not always tailored to personal concerns - the advice therefore sometimes lacked individuality. In addition, there are often long waiting times for e-mails to be answered (over 37 hours on average) - on the phone, on the other hand, the conversations are usually quick. In both areas, the overall service quality of the providers only just missed a good result.
Markus Hamer, Managing Director of the German Institute for Service Quality (DISQ), takes stock: "Anyone who is interested in voluntary service abroad can already find important basics on the websites of the volunteering organizations. And the advice on the phone and by e-mail is rarely perfect, but often professional and friendly - overall, the industry shows good customer orientation."
With the quality rating "good", Wayers (formerly internship worlds) emerged as the test winner from the service study. The company distinguishes itself in all three service areas examined and even achieves top ranking in online service. The website convinces in terms of user-friendliness, with extensive content on the subject of volunteering and an overall very high information value. The friendly staff provide competent and structured advice on the phone and by e-mail.
Travel Works took second place, also with the quality rating "good". The telephone service is leading here: the hotline employees score with their very friendly and interactive conversations. In addition, they provide expert and understandable advice and ensure that interested parties' concerns are easily resolved. The online service also achieved good results, for example thanks to numerous topic-related information and functions, such as a download option for travel catalogues.
Rainbow Garden Village (quality rating: "good") placed third with the third-best online service in the test. Among other things, the website convinces with regard to the contact information such as the telephone number and the e-mail address directly on the start page as well as a callback service. The employees also respond to inquiries by e-mail particularly quickly.
