The UK’s leading marketing consortium that represents over 40 of the UK’s award winning training and conference centres is to adopt the acclaimed BDRC Continental VenueVerdict customer satisfaction management scheme - designed to benchmark and raise standards in the industry.
Richard Harrison, Chairman of Conference Centres of Excellence and General Manager of Scarman House – at Warwick Conferences said, “Our goal is to continue to offer our customers the best possible experience when they enquire or make use of our training and conference facilities. We wanted an independent source of assessment and BDRC Continental's VenueVerdict offered the best fit for that assessment, in our view.
Our venues continue to invest significantly in their facilities and we all need to know that we are getting the best return on that investment - and success is about how well we train our staff and how they respond to the challenges of a very competitive market.
Areas covered will include everything from overall satisfaction and likelihood to recommend (incorporating the Net Promoter framework), through the entire customer journey; including, the knowledge and helpfulness of venue staff, quality of facilities and perceived value for money. The programme also allows subscribers to benchmark their scores against those achieved by competitors.
Measuring success can be tricky, but as VenueVerdict will incorporate detailed feedback from event organisers who have actually used our venues we believe this to be the best possible feedback for our members and endorsement of their venues.”
BDRC Continental present awards annually for the top performers in the training and conference industry.
Full details of the process are to be outlined at the first annual conference of Conference Centres of Excellence featuring a host of industry specialists. This is being held at the Lakeside Conference Centre of Aston University on 21st July 2011.
Conference Centres of Excellence has been in existence for over 23 years and is the premier body of its kind in the UK ,with a growing membership that extends throughout England and Scotland.