BDRC Continental’s annual VenueVerdict Awards, determined by feedback from 23,500 customer surveys across 350 UK venues, have recognised IET Venues, etc.venues and QHotels for achieving the highest brand advocacy scores in their respective categories throughout 2011.
The 2011 Award for Large Groups (defined as 20 or more venues subscribed to the programme) went to QHotels. MD Michael Purtill said: “We use all the customer feedback from VenueVerdict to make improvements to our conference service delivery such as the introduction of free Wi-Fi earlier this year, and we are very proud to see that our hard work and commitment has led to improved scores, resulting in this award.”
IET Venues, for the second year running, topped the league outright and this year picks up the No.1 Brand Award for Small Groups (for those with 3-5 venues).
Another previous winner, etc.venues, won the Award for Mid-sized Groups (those of 6-19 venues).
As well as venue groups, VenueVerdict honours the individual properties that deliver consistently exceptional customer service by awarding Gold Standard Accreditations every calendar quarter.
Based on 12 months of customer feedback, venues achieving a Net Promoter Score of +70 achieve the Gold Standard.
For 2011, 18 properties achieved the Gold Standard Accreditation, with the Gold Standard Brand Award (given only at the end of a year) again going to IET Venues for having the highest number of individual venues achieving the Gold Standard and, this year, topping the tie-break categories required.
“Naming three groups as ‘No.1 Brand’ based on their size recognises the varying operational challenges faced by large and small groups striving to deliver consistent customer service,” said James Bland, Senior Client Services Manager at BDRC Continental.
“Larger, geographically-diverse venue groups have long deserved recognition for their overall performance, and the addition of several key brands to the programme this year has allowed such recognition to have meaning.”
“In reality, scores across the board are strong but there does have to be a winner. Net Promoter Scores range from -100 to +100and are affected very strongly by poor, or even average, experiences. That’s why we insist upon a minimum number of responses in each calendar quarter before determining our awards. They are fiercely contested and we often have to refer to decimal places and, indeed, tie-breakers to make a distinction.”
Just five per cent of participating venues reach the Gold Standard.
VenueVerdict Gold Standard Accredited Venues for 2011:
- Ashridge Conference Centre
- Maple House (etc.venues)
- Church House Conference Centre
- IET Birmingham: Austin Court
- Scarman Training and Conference Centre
- The Møller Centre, Cambridge
- The George Hotel, Edinburgh (Principal Hayley)
- Woodside, Kenilworth (Sundial Venues)
- Novotel Cardiff
- The Westerwood Hotel (QHotels)
- Close House Hotel
- IET Glasgow: Teacher Building
- 120 Moorgate (etc.venues)
- Radcliffe Training and Conference Centre
- Cotswold Conference Centre
- Royal College of Physicians
- The Midland (QHotels)
- Lord’s Cricket Ground
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