A Guest Experience Benchmarking process allows a venue to see inside the mind of their guests and customers.
The information gained helps management better understand the facility’s strengths and potential areas of improvement. In this service, similar to “mystery shopping,” we evaluate the overall guest experience from arrival through departure, including an evaluation of the venue website and receptionist.
A Guest Experience Benchmarking (GEB) involves observing, evaluating, and benchmarking the guest experience in the facility and its operation visible to the public on game day, including parking, guest services, entry and circulation, general security, facility cleanliness, concessions, overall condition of the facility, and personal interaction.
We then provide recommendations consistent with industry best practices. Some clients choose to repeat the GEB on an annual basis so that a quantifiable measurement from one year to the next can be determined.