Insight6

Crealy Adventure Park - Case Study

Crealy Great Adventure Park in Devon has over 500,000 visits a year and is one of the busiest theme parks and resorts in the South West. It has grown over the years by providing innovative, fun and entertaining rides and attractions and always training their staff to provide the highest standard of customer care.

the opportunity

Crealy relished the opportunity to work with insight6. For the last four years, insight6 has worked with the Crealy team to provide detailed Customer Experience Reviews. Every aspect of the resort has been covered, including the accommodation, food and beverages, the rides and attractions, as well as the all-important interactions with park staff.

the process

The team have been able to use this data to incentivise staff to focus on and improve the customer interaction they have by identifying training needs.

The first thing for Rhian to do once he partnered with the Crealy team was to complete a business review with the leadership team. This explored opportunities to grow the business through the power of customer insight and led to a number of other business enhancing services including a customer listening forum for annual pass members. During the forum, a number of previously unknown customer thoughts were uncovered through the questions that Rhian posed, including thoughts on the food available and the kind of attractions customers would like to see at the park. This has then led to insight6 providing leadership training for the team as well as various other customer and staff surveys.

the results

The reports and surveys conducted by insight6 allowed the team to identify opportunities to improve the customer experience. Customer satisfaction scored have since increased from an average of 75% to 95%. An improved score in customer satisfaction correlates to an increase to both park visitor numbers, and the financial performance of the park.

crealys

“At Crealy we truly understand the power of objective and independent feedback of the experience we are providing for our customers, both young and slightly older.

We have been working with insight6 for a number of years and value the expertise and professional insight assessments they deliver for us, they really are the customer experience specialists!

“Having Rhian partner us locally has added further value to the offer insight6 provides. Rhian truly is a customer expert who provides great analysis and insights from the reports, to help and challenge us to improve in all areas of our business – from our colleague’s interactions at our park attractions to the service experienced at our busy food and beverage outlets.

“Rhian is now helping us measure the satisfaction of our annual park membership customers, through innovative customer focus groups. insight6 even measure the experience we give our customers online and on the phone.

“I would highly recommend working with Rhian and his team of highly trained insight team, as I know they will help partner us to continued business success driven by world class customer insight.”

Josh Haywood, General Manager

 

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