Customer Experience Audits
We measure your customer journey experience against other major sports
Whether a governing body or an individual business, you want your customers to have a memorable experience; one which they will want to repeat time and time again. They will be investing their leisure time and hard-earned cash with you, not to mention their emotions and a need for an escape from the stresses and strains of everyday life. COVID-19 has changed the perceptions and expectations of consumers as they yearn for life as it used to be. As a slow return to ‘normal’ ensues, a new menu of leisure choices will be on the table, and as well as loyal customers returning, there is an opportunity to engage a new audience.
We live and breathe the Customer Journey
We have unrivalled experience in sports assessment and have developed customer journey quality standards that are tried, tested and trusted by our clients
In using the same basic assessment structure, we have made it possible for different sports to monitor and benchmark with each other – and who better to learn from than your peers?
We facilitate the sharing of best practice across sport
We have comprehensive understanding of large, multi-faceted sporting venues as well as the more ‘intimate’ venues and the ability to recognise and work with associated pressures and responsibilities
We are sports fans ourselves so we understand the devotion, loyalty and expectations of your customers – and the need to nurture everything that is important to them
Your customer journey audited by one of our experienced quality assessors
Timely contact within 48 hours of the event to share highlights, quick wins to enhance the customer experience – and anything we see as time-critical to the business, which we know you will certainly want to hear about!
A debrief to suit your needs; one which fits your busy schedule; we will come back to see you or share our findings with you in a conference call
A comprehensive report, complete with scoring and benchmarks and an action plan for improvement; we will show you how you are performing against other sports. You will see what best practice looks like through the eyes of your customers.
Ongoing support – we will hold your hand as you rise to new challenges, implement new ideas and drive change. We will do everything to help you be the best that you can be.
In a nutshell…
First and foremost we are your professional friend; in understanding your aims and aspirations and the challenges set in front of you, we will work with you to get you where you need to be. We will deliver measurable results and comparable data to help you to understand your audience better, and add value at every stage of your customer journey.