TOP 10 Holiday Parks is a New Zealand franchise. Each of the properties is individually owned but they all operate under the same brand, using the same procedures and policies and offering comparable levels of service and facilities.
Ensuring consistent brand standards across such a large portfolio is always going to be a challenge. So, the brand partnered with ReviewPro to help with some of the work. The group wanted to use guest feedback to highlight operational and service improvements and implement brand standards at the individual and property levels.
By taking on ReviewPro, the group made a major shift towards a guest-centric culture. Management began by identifying the key metrics that were important to the brand’s values and then bringing the voice of the guest into the mix. This created greater awareness of what the customer was saying and provided actionable insights for property owners and for central office.
“The first big benefit since implementing ReviewPro we have seen is an all-around awareness, tracked from a completely customer-centric perspective.” David Ovendale, CEO TOP 10 Holiday Parks
The staff were involved at both the group and property levels to identify areas of operational and service improvements from feedback in online reviews and guest surveys. As a result, improvements were made to amenities and facilities and larger capital projects were prioritized.”
“ReviewPro has also proven to be very helpful in prioritizing capital projects, [as seen] through the eyes of the guest and how they want to improve their experience rather than top-down, based on what owners think the customer wants.” David Ovendale, CEO TOP 10 Holiday Parks
Areas of improvement identified by TOP 10 Holiday parks include:
• Greater all-around awareness of the guest experience
• Improvement in GRI™
• Improvement in cleanliness and service
• Increased customer feedback and loyalty
• An increase in property owners engagement with customers
• Increased staff efficiency
Read in detail about the tools, strategies and changes that led to TOP 10 Holiday Parks success in our case study.