Intelligent consultancy for the price of a mystery guest

What's the cost of improving my Customer Service?

How many visits to each site would you like per annum?







Which of the following best describes your businesses?















David McHattie - Owner

I am an experienced operator passionate about customer service who has spend over 25 years developing my customer service knowledge in a range of roles:

  • Ran and developed the 1st Vintage Inn, has innovated new concepts on the high street, in the airport and in destination locations.
  • Developed an indepth understanding of Capacity Management and Throughput Analysis working with Deterministics - how you actually plan and build for excellent service experiences, profitably, efficiently and effectively.
  • Developed labour scheduling systems that enhanced service and eliminated labour waste.
  • Developed world class customer service training
  • Written and implemented Nation Hospitality and Tourism strategies.
  • Created innovative team engagement mechanisms including Smiles of Britain and Smiling on Facebook.
  • Brought Disney to the UK hospitality industry - training over 1200 people from over 250 businesses in 1 week.
  • Educated on the job and at Disney University, Cornell and Central Florida University.
  • Add Brand Development, Marketing & Communications, Strategic Planning, Training & Development, Accountancy and Acquisitions
 I have served a long worthwhile apprenticeship enabling me to add demonstrable  value.

Our Costs

Our costs are based on a per visit cost of £95 plus VAT - this price is based on our minimum requirement of one site asking for three visits.  

The only additional cost will be the amount agreed to cover guest expenses - this is your choice and can range from nil in the case of a telephone enquiry to hundreds of pounds if a 5* hotel requires guests to stay and sample the restaurant, bar and breakfast in the morning. These are entirely your decision and you can be as prescriptive as you wish - most restaurant operators simply settle on -  a meal for 2 capped at £50 - or similar. 

  • NO SET UP COSTS
  • NO MINIMUM FIXED TERM CONTRACTS

Who makes sense of your customer feedback? Do you give it to a spreadsheet whizz or to any experienced operator? Leave it to us - we do both!

"You deal with the actions - let us take care of converting the mass of data into benchmarked intelligence and pragmatic recommendations".

Flexible


You decide the frequency and for a single site operator insight based on 3 visits may be sufficient and all that the budget can stretch to.

For larger organisations or collections of sites you may wish to arrange weekly, monthly, bi-monthly or quarterly visits to develop robust benchmarking data by site or by collection or brand.

Medium or large organisations or indeed PLC’s with one or multiple brands may decide that one or two visits per site over the course of the year is appropriate visiting & reporting on one brand or region per quarter or simply ask that a quarter of all sites are visited and benchmarked per quarter.

Outputs

No surprises just an excellent service which will provide you with the insight and intelligence to grow competitive advantage. We will be pleased to provide you with our best price which will include all of the following unless otherwise clearly stated:

Each visit generates a PDF visit report - distributed to you by e mail within 48 hours of the visit.

No internal analysis is necessary  - leave that to us as provide you with your internal performance report after each wave of visits comprising:

  • Internal benchmarking
  • Performance against the sector, sub sector and competitive set using the evolving Hospitality Benchmark
  • Performance against the best of the best using our Eclectic Benchmark
  • Net Promoter Score
  • Certification for sites who achieve 3 or 6 consecutive 90% visits are also included
  • Draft press releases are produced for your circulation as appropriate
  • Shared best practice as well as recommendations for improvement are also  covered within the report

We will also be pleased to attend one team meeting per annum to help focus and motivate the team as an external and independent voice.

Get in Touch

Whether you operate multiple brands, a single brand, a few local businesses, a fresh new start up with big plans or run your own B&B or Coffee Shop we will be delighted to understand your needs and know we add value, improve customer service and help you attain your goals.

If you want a NO OBLIGATION, HASSLE FREE Quote please use the form above or simply drop us an e mail: david@customerservicebenchmark.com

Online Surveys

If you would like us to create and manage an online survey which can be embedded within your website or e mailed to your guest database please e mail: emma@customerservicebenchmark.com