Gunwharf Quays is one of Landsec’s flagship sites located on the south coast of England. They offer a high-end shopping and dining experience across designer stores, restaurants, and attractions in an idyllic harbour setting. With millions of visitors per year they have their work cut out trying to cater for all tastes, ranging from international shoppers to local families.
“The Ombea alerts support us to action issues more quickly in response to guest feedback.”
Jay Wood, Guest Relations Manager at Gunwharf Quays
The site’s restrooms are maintained by a third-party facilities management provider. As a vital touchpoint in the customer journey, restroom cleanliness is a key contributor to overall guest experience. With thousands of visitors every day, Gunwharf Quays’ Guest Service team identified the need to track cleanliness in real-time.
The team was already using a web-based survey tool, but this was failing to capture enough data to be actionable. This led to a search for a new solution.
After considering various market options, Gunwharf Quays picked Ombea as their preferred supplier, and 4G ExpressPods as their preferred solution.
During the first year, Ombea’s ExpressPods collected nearly 300,000 feedback responses - a vast improvement over their traditional web-survey.
The feedback revealed clear pain points for guests at various times, and in particular during cleaning breaks. By reacting to these insights, the Guest Service team were able to quickly improve customer experience and raise their Net Promoter Score.
