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Recollection of the experience
i
Use feedback
If you’ve followed the stages you should
The longest serving
have collected valuable information about
member has been here for
facilities, service, cleanliness, punctuality
20 years, which is great
etc, depending on the questions you
asked. To make use of the data, you
continuity both for us and for
need to retrieve the information from the guests. Everyone tells us how
customer comment cards or visitor book
good they are - prompt, honest and
and then analyse it. Understanding
customer needs, satisfaction levels and
smiling. We always share guest
decision-making processes will help you
comments with staff, which
work out how to attract guests back. helps to build morale.
Alex Neokleous, St David’s,
It can be time consuming to collate
and analyse feedback. However, the
Paddington.
results offer valuable information
especially on what customers like and
dislike about your business. This
information can lead to new ideas for
i
Making the most of London
improvement and marketing. • Politeness is often seen as a British
characteristic
One way to keep down costs is to • Send out e-newsletters promoting
approach a local college or university and future London events and festivals.
ask whether students could analyse the This might tempt customers back
feedback forms as part of their study for a return visit.
programme. In some cases they may
design the comment card to your
specification and then analyse the results.
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