Go Ape Customer Feedback System
So, what was the problem?
Thousands of visitors swing through the trees every day in 18 different Go Ape locations around the UK. Go Ape, looking to continually improve their service and experience, were keen to get feedback from users after they had experienced the treetop adventure. With so many visitors however, the feedback would need to be collected and analyzed in a pragmatic and easy to understand structure. Management would need to know what areas to improve on, and what sites were performing well. This was to be achieved from having the functionality to report live on real day to day feedback from their customers.
How did we help?
Rawnet created a customer feedback and reporting system. It tied directly into their booking agent, so that fresh leads are imported on a daily basis. An email questionnaire is then generated and sent to customers after they have been on the course. The questionnaire is designed to be easy to fill out and quick to use, to ensure maximum completion levels. This data is then fed into the main system as they complete the form. Site managers have the ability to log into the system and view reports on how well they are performing in important areas such as Safety and Equipment. Senior HQ management can also log in to compare sites, find areas of concern and analyze the live data to continually improve the business and the experience of their customers..
The happy ending
A perfect, bespoke customer feedback system that makes no compromise in achieving exactly what the business wants. Initial results show a 90%+ completion rate, and site managers are now logging on to the system daily to view feedback with the easy to digest analytical charting and reporting system. The Directors were very happy with the application, and have since asked Rawnet to plan and implement their intranet for the 2009 Go Ape Season.
Testimonial
Thanks to the Rawnet team, we now have a top class customer feedback system that will help steer our operations and add incredible value to our business. All the guys that we have dealt with have been friendly and enthusiastic about their work, and the attention to detail is second to none. We see this as just the beginning of a long term relationship with Rawnet - the next projects are already stacking up
Adam Castleton, ICT Manager, Go Ape
