The Heath House is a beautiful country house set in stunning countryside in Tean, Staffordshire. Family home of Sophie and Justin Philips, The Heath House provides a fantastic venue, with accommodation, for weddings, events and other special occasions.
Since word-of-mouth recommendation is important for businesses in the events industry, Sophie and Justin were keen to find out just how likely their guests would be to recommend The Heath House to others. We suggested they survey their customers to gain a deeper understanding of this and get feedback.
OutserveWeb used a methodology that gauges the loyalty of a business’s customer relationships and created survey on behalf of The Heath House. We uploaded the list of contacts to receive the survey and crafted the accompanying email. A few days after the survey was sent out, we sent a reminder email to ensure that as many people as possible had had chance to take part in the survey. Following the completion of the survey, we communicated the overall feedback score to The Heath House, as well as the individual responses by survey participants. Sophie says,
“We are always looking to give the best experience possible to our guests, some of whom will be spending one of the most significant days of their life with us, such as their wedding. We were very pleased with the feedback we received, which confirmed what we thought we were doing well and highlighted areas for improvement, which we are now addressing.”
One of the main benefits of this type of customer satisfaction tool is that, used regularly, you can track any increase or decrease in customer satisfaction and use this to pinpoint how changes to your business are affecting the service you are providing. For this reason, OutserveWeb has left the survey link open for Sophie and Justin to use at any time with future guests.
The Heath House is a valued client of OutserveWeb and has benefited from other of our services, including website development, installation of Customer Relationship Management software, Google Adwords campaigns and integration of Xero cloud accounting software. According to Sophie,
“The Heath House has seen an increase in profitability since using OutserveWeb’s services. The systems they have implemented for us are saving us time and helping us to make money. The whole team is friendly and accommodating, and I would thoroughly recommend OutserveWeb to any business that wants to boost efficiency.”