Etc.venues is to launch its own feedback site after becoming frustrated with the limitations of using one of the industry’s leading schemes.
“We were getting more and more statistical data on fewer and fewer responses,” etc.venues sales director Margaretha Welsford (pictured) told CN. “When we spoke to clients they told us unequivocally that the questionnaire was too long, too cumbersome and wasn’t mobile device friendly.”
After reviewing alternatives in the market place etc.venues says it concluded innovation was needed to match some of the surveys developed for individual hotels guests but not suited to groups who primarily book conference venues.
Welsford adds: “We have taken a lead on this in the belief that a more user-friendly feedback tool will find much higher levels of customer engagement, above all we wanted to get the focus back onto hearing from more of our clients and away from benchmarking awards, some of which were being won on tiny response rates. In early trials we have seen feedback rates triple and our venue teams valuing responses being live streamed.”
Etc.venues claims its new service, which it launches in March, will take no more than 125 seconds to complete and has been designed for primary use on mobile devices which it says its clients are increasingly using.
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