Leading visitor attraction benefits from Avius Insight™ deployment
One of the UK's top 10 visitor attractions previously used paper style face to face surveys to capture customer feedback. This presented a number of issues to the site which have now been resolved and are listed below;
Sample Sizes
Our target using paper surveys was 50 per week, we now see over 100 completed surveys per day, an increase of 14x!
Real-time Feedback
Data was previously collected using paper surveys, and then posted to a 3rd party company for data entry and analysis. The lead time from survey completion to seeing results used to be a minimum of 14 working days. Using Avius Insight™, all surveys are transmitted in real-time. Closing daily reports now include the daily scores reported directly from the Avius Insight™ server
Multi-lingual
With over 65% of our guests visiting from outside the UK, having a multi-lingual interface on the Avius Insight™ kiosk allows us to measure feedback from over 15 different languages, compared to English only using our older paper methods.
No Staffing And Reduced Expenditure
Unlike face to face surveys the Avius Insight™ kiosk runs 24 hours a day, 365 days a year without requiring staffing. Even the reports are sent out twice a day automatically! We’ve made a saving of over 80% by adopting Avius Insight™ and we get nearly 15x more data
Fair sampling
Where there used to be a human element of approaching the guests to survey, this has now been removed. This now allows the visitors to be far more honest about their experiences. Initially this reduced all our scores – however over the last 24 months of Avius Insight™ these scores have returned to the original higher levels as we've improved various element of the experience.
Wider Range Of Questions
Utilising the ‘random question’ feature of Avius Insight™ we now have a standard set of survey questions which are asked to each guest, however we’ve also got another bucket of 30 questions. Each time the survey is run, 2 questions are randomly asked to the guests from this bucket of 30. At the end of a week we now have a wide range of data on lots of questions.
Survey Design
Guests enjoy leaving their feedback and the kiosk often has people waiting to use it! The design of the questions and the interface reflects our brand perfectly.
Reporting
The web based reporting interface is very simple to use and provides not only basic reports, but sophisticated cross tabulation results. On a daily basis we now see how guests using discount vouchers compare their experience to standard full fare paying visitors. These reports are easily exported to Excel and PDF for quick and easy distribution.
Summary
Avius Insight™ is now an essential part of our operation and is monitored on a daily basis. We’ve used the kiosk to help us plan future improvements to the attraction and asking for our customers thoughts and opinions. The team at Avius are very quick to respond to our change requests and we’re pleased to move forward into the future with them in partnership.