The Lane End Conference Centre in Buckinghamshire has developed an internal quality management system, Conference Fresh, to measure performance including customer satisfaction.
The purpose-built conference centre launched the system to drive up standards as part of a continuous improvement culture.
“The objective of the Conference Fresh quality system is to achieve the highest possible level of customer satisfaction by exceeding their expectations every time,” says Sales and Marketing Manager Heni Fourie. “The Conference Fresh quality management system engages our teams and promotes better teamwork.
“We are all effectively part of a relay race. For example, the quality of information shared between the sales team and their operational colleagues could make or break a customer’s conference room hire experience,” he adds.
Conference Fresh includes an internal customer charter and measurable quality standards. The customer charter was developed by Lane End’s management team with the contribution of colleagues throughout the residential conference venue to ensure buy-in at all levels of the organisation.
The Conference Fresh quality management system was launched with the ultimate aim of maintaining accreditation from an industry-specific organisation. Lane End selected BDRC Continental’s Gold Standard Accreditation for customer satisfaction as the main objective.
Lane End claims to be one of only 32 UK venues to have received the Gold Standard Accreditation for customer satisfaction for the year 2012. The centre received 71 pieces of feedback and achieved an overall satisfaction score of 100 per cent for the last three months.
“The objective of the quality management system is to maintain this annual accreditation by ensuring that our customers are wholly satisfied with their experiences here,” says Lane End’s Operations Director Mike Gough.
The centre is also an AIM accredited venue as part of the Meetings Industry Associations accreditation scheme for conference venues.
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