Market research agency BDRC Continental has announced 13 venues attaining its VenueVerdict Gold Standard accreditation following assessment at the end of the first quarter of the year.
Twelve of 16 venues entering the process three months ago retained their status and were joined by new entrant the Royal College of Physicians, based in Regent’s Park.
VenueVerdict Gold Standard is awarded to venues achieving a 12-month Net Promoter score of 70. ’Net Promoter’ is a progressive measure of customer service performance driven by positiveword of mouth for a brand. By the same token, it recognises the impact thatpoor service can have on a brand’s reputation.
Previously, venues had to achieve an average score of 90 per cent or greater for a composite ‘Overall Performance Index’ measure devised by BDRC Continental.
BDRC Continental Senior Client Services Manager, James Bland, responsible for the VenueVerdict feedback programme, said market trends influenced a change in the assessment criteria this year.
“Our 2010 UK Meetings Market Survey has shown ’word-of-mouth’ and ’personal recommendation’ to be key influencers on venue selection. So, having changed the programme’s lead measure, it is only logical to also adapt the VenueVerdict Gold Standard threshold.
“Altering the criteria will lead subscribers to focus on the growth impact of excellent customer service, highlighting the implications for their business and keeping it at the forefront of their minds. Achieving a Net Promoter score in excess of 70 over 12 months can only be done by delivering consistently outstanding customer experiences.”
Retaining VenueVerdict Gold Standard status are:
- Maple House (etc venues)
- Highgate House (Sundial Venues)
- IET Birmingham: Austin Court
- Cotswold Conference Centre
- Apex City of London
- IET Glasgow: Teacher Building
- Woodside (Sundial Venues)
- Park Plaza Sherlock Holmes, London
- Novotel Southampton
- The George Hotel, Edinburgh (Principal Hayley)
- The Møller Centre
- Church House Conference Centre
New entrant from Q1 2011
- Royal College of Physicians
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