Ann McAvoyJENNY LAMBIE

FIH, FCIPD

Why they do it…

82%

of customers believe that you must

listen & act on customer

feedback in order to retain

business

74% will be less likely to do business if

their feedback is ignored

41% of businesses

identified customers as the source of

best innovative

ideas

They want to hear what

people think about their business

55% of customers do business

because of its reputation

Jenny RutherfordThe Hub

• Home to the Edinburgh International

Festival • Cafe Hub • Hub tickets• Hub Events

Volume of customers 2010

• 250 covers per day in Cafe Hub (peak summer)

• 32 weddings • 125 corporate & private events • 84 internal meetings • 2 festivals

So what was going wrong?

• Asking the wrong questions • Asking the wrong people • Asking it at the wrong time

Previous format

• Complicated format• Asked people to rate things on a

scale of 1-10• Asked leading questions

New look Cafe feedback

• Clearer formatting• More ‘approachable’ tone• More accessible

New look Events feedback

• Open Questions - • What did you like about your experience at The

Hub?• Could we have done anything better?• Did anyone exceed your expectations?

• Circulation of feedback –• Now emailed with a link to survey monkey• Event bookers are encouraged to forward this on

to delegates

What the changes have meant

• Cafe Hub: 50% increase in feedback • Hub Events: 30% increase in

feedback • More information for monthly reports• Offers constructive information for

team• Identifies areas for development

The future for feedback…

• Delegate tent cards positioned in each room

• Stopping guests as they depart • Feedback link positioned on website

Questions

…...to see ourselves as

others see us…! Rabbie Burns

15TH FEBRUARY OR 10TH MARCH 2011 PREMIER INN, HAYMARKET

http://www.scottish-enterprise.com/Events.aspx

£25.00 10:00 TO 13:00