National Trust

 

Objective: 

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.

 

Process:

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.

 

Outcomes:

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

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