National Trust


The regional management team were seeking to provide specialist expertise to focus on improving the quality of customer service in particular at peak periods at five selected properties, providing  a benchmark that can be rolled out to other properties before the  summer season commences.



A robust plan by property that could be understood and implemented by the local management that aimed to improve ‘visit very enjoyable scores’ and a focus for achieving  financial targets was delivered. Café tours for each operational team were organised, which were well received.



Highly positive visitor feedback and the catering income and spend per visitor has increased year on year.