World of Country Life, a Devon-based family attraction, initially enlisted Customerwise Ltd to provide a comprehensive assessment of its baseline performance in terms of overall Customer Satisfaction. The detailed set of reports that were provided covered every aspect of the visitor experience.
James Turner explains:
“Here at World of Country Life, visitor experience is one of our highest priorities. We know that all aspects of that visit need to be right to provide a truly excellent day out. We also understand that, when operating a busy family attraction, it can be difficult to critically appraise that in which you are so deeply immersed, day in day out.
For this reason, we approached Paul Taylor at Customerwise with the aim of achieving an objective appraisal of our complete visitor journey. Paul took the time to understand our business, listen to our priorities and prepare a bespoke Mystery Shopping brief and questionnaire. He then allocated a team of highly observant and skilled Mystery Shoppers who represented a good cross-section of our visitor demographic to survey and report on every aspect of the real visitor experience, taking place across multiple visits encompassing both peak and shoulder periods.
The result was the most comprehensive and useful feedback we have ever received. It allowed us to identify and prioritise areas for improvement, some of which reinforced our existing development plan and others which highlighted areas we were previously unaware of. Having multiple visit reports to refer to also allowed us to easily identify where there were consistent highlights / improvement areas and focus on these.
Paul was on hand to discuss of all the reports which came in both top-level summary and full step-by-step breakdown. It was clear he cared about our business and enabling us to provide the best visitor experience possible, while taking maximum advantage of new and existing commercial opportunities
Again, visitor experience is one of our highest priorities. The return on investment in engaging the services of Paul Taylor and Customerwise is clear, especially given the power of social media and online reviews. With the volume of our TripAdvisor reviews increasing by 48% in the last 12 months it is clear that visitors are becoming more willing to share their experiences – good or bad – with the world; reviews that can either be your greatest challenge or your best, most cost effective and honest marketing channel.
We would strongly recommend Paul Taylor and Customerwise to any organisation seeking a boost, a “health check” or gaining objective insights into their operation – and we plan to enjoy the benefits of an ongoing working relationship.”