Fasset Bring Big Brother to Langstone

That time of year was fast approaching (no I don’t mean festive celebrations) I’m referring to the Langstone Technology Park...

That time of year was fast approaching (no I don’t mean festive celebrations) I’m referring to the Langstone Technology Park Annual Customer Satisfaction Survey, it barely seemed like a year since we had rolled out the last one.

There is no question that customer feedback is one of the most critical measures of how your business is performing, and we have received some amazing feedback from our on-line surveys, which allowed us to make improvements at the park.

Over the last 3 years based on comments we have received from our customers we have:

• Improved cycle facilities
• Invested in and upgraded showers and built a drying room
• Opened Nursery Rhymes
• Brought an outdoor games area to the park
• Improved the selection of lunchtime offerings (courtesy of Aramark)
• Improved and increased security
• Provided additional recycling facilities.

In the last 3 years we received amazing results like 92% overall satisfaction but this year we felt that it was definitely time for a change…

This year our team decided to take a much more innovative approach, we wanted something completely new that was going to be a bit more fun for our customers to get involved in; but would still give us the information that we needed to implement the things that are important to our customers.
It would have been easy to develop another set of questions, ask them to rank the service on a scale of 1-5 and then do some trend analysis from the results, but we just didn’t want to do another year on year comparison.

Bring on Big Brother…..
We decided this year to use an interactive video diary room. We limited our questions to 3 or 4 and made them more open, allowing customers to be totally frank about the building, services, Fasset employees and anything else that they wanted to bring to our attention.

When we explained what we intended to do it caused a few raised eyebrows to say the least! It is risky, but I’m confident in the services that we provide, and actively encourage the less than favourable feedback as without it we can’t grow our business.

As an example this afternoon a lady came over and asked if she could have a moan? I said of course and I’m glad she did because if she hadn’t I wouldn’t have known what bugged her. As it happens it was something that we can fix, but if she hadn’t been brave enough to pop in and be videoed I would have been none the wiser.

We booked the Shortfilm Company for 3 days who arrived at 9am and in no time at all had an inflatable diary room set up in our restaurant, complete with dairy room chair and Big Brother asking our 4 questions.

It has generated a lot of interest so far and I’m pleased with the volume of visitors. Feedback on the whole is very positive, and it’s great to hear the suggestions on what we can improve at LTP.