De Vere Venues sets benchmark for enquiry handling

De Vere Venues, provider of dedicated meeting space
across 29 UK
venues, has come out on top of the 2010 Meetings Benchmark Tracker league table
for ‘Overall enquiry handling’.

The Meetings
Benchmark Tracker
is operated by market research group BDRC Continental and is an annual assessment of enquiry handling standards, both over the
telephone and electronically, at over 200 UK meeting venues and hotels.

Subscribers to the
Benchmark Tracker
get real-time insight into how the way they handle
an enquiry is perceived by a customer. The mystery shopping process marks on
connection, service delivery, manner and approach and also rates the quality of
the follow-up material sent by the venue.

BDRC says that De Vere Venues secured the top spot due
to its dominance in electronic enquiry handling, where its score was just under
four percentage points higher than nearest rival QHotels.

For telephone enquiry handling; QHotels held a slender
lead.

“The best venues and groups in the industry have led the
way in personalising responses to enquiries,” says James Bland, Senior Client
Services Manager at BDRC Continental. “This is especially important when
replying to an electronic enquiry. Without a telephone conversation, the message
they send is the only opportunity they have to match their unique product
strengths to very specific customer needs.

“We build a profile for each venue and score the call
handlers on how competently they handle specific event requests. To top the
league table requires consistently excellent
performance.”

Tony Dangerfield, CEO of De Vere Venues, was delighted
with the announcement. “This is a fantastic result for De Vere Venues; we aim to
deliver the best possible service for our customers and this latest BDRC
Continental research proves that we do this better than our
competition.”

Do you have a news story for Conference News? Email: pcolston@mashmedia.net

Paul Colston

Author

Paul Colston

Managing Editor, Conference News & Conference & Meetings World.

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