BOURNE LEISURE | CUSTOMER SURVEY CASE STUDY

We work with Haven

Haven Holidays, part of Bourne Leisure, is one of the most prominent operators in the UK holiday market and has 35 award-winning UK family Holiday Parks. Collecting customer satisfaction data from 2.4 million holidaymakers every year and 22,500 caravan owners is a sizeable, complex and time-consuming task.

The Haven Holidays questionnaires cover all aspects of the holidaymakers experience for tents & tourers, self catering and DB&B facilities. The questionnaires are included within all welcome packs provided upon arrival, completed and posted in at the park reception and sent to Scancapture at the end of the summer season for scanning and analysis for each park.

Holiday home caravans are available to purchase and owners become members of Owners Exclusive, a community which enjoys a host of benefits and privileges. To make sure Haven are delivering the right benefits and service to these key customers the annual Owners Exclusive Questionnaire is sent to all 22,500 owners, which are completed and sent back directly to Scancapture in pre-paid envelopes and the data collated daily. The handwritten comments from these questionnaires is typed and coded by a theme to assist Haven in quickly assessing the nature of what owners are feeling, or for any issues which help the OE Manager at each park to identify where they are doing well and where they need to improve.

2012 is the 4th consecutive year Scancapture have worked on these projects for Haven which has been consequential in obtaining similar work for sister company Warner Leisure Hotels.

Continual focus on customer feedback has resulted in Haven topping the latest industry benchmark scores for customer satisfaction and has seen an increase in sales. After listening to feedback from the owners a dedicated website was set up to encourage communication and improve service quality.

To find out more about how our customer survey services can help your organisation please contact the Scancapture team on 01254 697 110…