The general manager of the Leeds Crowne Plaza was keen to gain a greater understanding of what his customers really thought of his hotel, so he approached Skill4 for help with a customer service research project.
After consultation with the hotel, we designed a specific customer service measurement tool, and researched a cross-section of customers over a range of days and times. The research showed some surprising results, which were presented to cross-functional representative focus groups of staff from the hotel. Skill4 worked with the hotel to generate actions for change so as to sustain the high areas of customer service, and improve the lower areas.
The hotel has experienced greater levels of customer satisfaction since the improvements, and the general manager jointly presented an overview of the project with Skill4 at a recent Institute of Customer Service event.
