Docstoc

The Hub

Document Sample
The Hub Powered By Docstoc
					JENNY LAMBIE
  FIH, FCIPD
Ann McAvoy
         Why they do it… They want to
                       55%          hear what
                   of customers    people think
     82%           do business      about their
of customers      because of its     business
                    reputation
  believe that                           41%
    you must                       of businesses
                         74%
listen & act on     will be less
                                      identified
                                   customers as
   customer        likely to do    the source of
  feedback in       business if          best
                  their feedback
order to retain      is ignored
                                     innovative
                                        ideas
    business
Jenny Rutherford
    The Hub
• Home to the
  Edinburgh
  International
  Festival
• Cafe Hub
• Hub tickets
• Hub Events
      Volume of customers 2010

• 250 covers per day in Cafe Hub (peak
    summer)
•   32 weddings
•   125 corporate & private events
•   84 internal meetings
•   2 festivals
   So what was going wrong?

• Asking the wrong questions
• Asking the wrong people
• Asking it at the wrong time
           Previous format

• Complicated format
• Asked people to rate things on a scale of
  1-10
• Asked leading questions
     New look Cafe feedback

• Clearer formatting
• More ‘approachable’ tone
• More accessible
     New look Events feedback
• Open Questions -
• What did you like about your experience at The Hub?
• Could we have done anything better?
• Did anyone exceed your expectations?
• Circulation of feedback –
• Now emailed with a link to survey monkey
• Event bookers are encouraged to forward this on to
  delegates
    What the changes have meant
•   Cafe Hub: 50% increase in feedback
•   Hub Events: 30% increase in feedback
•   More information for monthly reports
•   Offers constructive information for team
•   Identifies areas for development
  The future for feedback…

• Delegate tent cards positioned in each
  room
• Stopping guests as they depart
• Feedback link positioned on website
Questions
     …...to see ourselves
              as
      others see us…!
                            Rabbie Burns


15TH FEBRUARY OR 10TH MARCH 2011 PREMIER INN,
                HAYMARKET
http://www.scottish-enterprise.com/Events.aspx

           £25.00 10:00 TO 13:00

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:3
posted:2/17/2012
language:
pages:23