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10 Jul 2019
Westminster Abbey partners with Avius to improve overall customer experience
Supplier: Avius Ltd
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Westminster Abbey previously collected visitor feedback from on-site paper surveys and Trip Advisor reviews
London's Westminster Abbey, a UNESCO World Heritage Site, has announced a new partnership with Avius, a provider of survey and customer experience software, to capture and measure customer satisfaction.
The Abbey has previously collected visitor feedback from on-site paper surveys and regularly monitors Trip Advisor reviews, however the new partnership will see the implementation of survey kiosks - located in the Abbey precincts, outside the Chapter House and the Cellarium Cafe - which will enable the collection of in-the-moment feedback.
Using the kiosks, visitors will be able to leave satisfaction scores and offer suggestions for future improvements, as well as rate their visit, while real-time reports and survey alerts will highlight any issues, allowing staff to resolve issues instantly and respond to customer complaints and queries whilst the visitors are still on site.
The data collected will be used by the Abbey to gather insights for use in marketing campaigns, as well as to ensure that visitors fully enjoy their experience at the iconic London landmark.
William Gunaratne, MD at Avius, said: "We’re very excited to partner with Westminster Abbey. In-the-moment visitor feedback will give them high volumes of data to measure overall customer experience and real-time actionable insights to detect and resolve operational issues. It’s great to see how much they care about their visitor experience."
Neil Holding, marketing manager at Westminster Abbey, said: "Westminster Abbey was founded in the tenth century by Benedictine monks, and to this day, we retain the Benedictine tradition of welcome and hospitality. We hope that the Avius survey kiosks will help us continue this tradition and ensure that visitors to the Abbey have the best possible experience."
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