SnowWorld

Action-oriented work at SnowWorld based on customer insights

With a weekly report with customer stories and NPS results, all SnowWorld branches can work in a targeted way to optimize the qualitative experience of their visitors.

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The challenge

Provide visitors with a quality memorable experience at all touch points during their visit.

Project

Customer Excellence

Customer

SnowWorld

Solution

Customer feedback through NPS reports

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Onze aanpak

Automated CX reports with actionable insights

Since 2023, SnowWorld has partnered with CYS to provide branch teams with up-to-date customer insights relevant to their own teams.

In all countries, where SnowWorld is represented, visitors of SnowWorld, Adventure Valley, IceKart, Skydive, Alpine Hotel are invited by mail to participate in the survey in the respective language.

In a short NPS measurement based on three-question methodology, the experience of visitors is mapped out at the various touch points in the customer journey. Visitors/guests express their experience in a grade, give an explanation and indicate which aspect has the greatest influence on their grade. In addition, a CES question evaluates the online booking process and measures satisfaction with hospitality.

Each week, all branch managers receive an automated PowerPoint report, detailing customer stories and scores achieved in a way that provides quick insight into potential areas for improvement.

Automated CX reports with actionable insights

Resultaten

Concrete action plans based on collected customer feedback

Each branch goes through customer stories and scores (such as NPS development and % detractors and % promoters) in team meetings every two weeks. Employees are asked to name 3 action items that they themselves have influence on and identify those that they themselves have no influence on.

The action plans are then discussed in MT meetings with branch managers and in one-on-one meetings with branch managers.

Eindconclusie

NPS feedback as an improvement tool for SnowWorld

The NPS measurements are an important test within the SnowWorld quality charter. SnowWorld has formulated clear NPS objectives and, based on the customer insights in the NPS reports, knows where action can be taken.

“

We are very pleased with the customer feedback insights we receive through CYS. We experience CYS as a partner who constantly thinks with us to optimize the quality of our services.

SnowWorld • COO SnowWorld

Esther Schelling

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