Capturing Visitors’ Feedback Will Help Retain the Traditional Welcome and Hospitality

Westminster Abbey, a royal church and a UNESCO World Heritage Site with over a thousand years of history, has appointed Avius, a Voice of Customer solution, to capture and measure visitor satisfaction. Welcoming over a million visitors each year, London’s most famous landmark wants to ensure everyone enjoys their experience and has the opportunity to admire the rich history on offer.

“Westminster Abbey was founded in the tenth century by Benedictine monks and, to this day, we retain the Benedictine tradition of welcome and hospitality. We hope that the Avius survey kiosks will help us continue this tradition and ensure that visitors to the Abbey have the best possible experience they can,” explains Neil Holding, Marketing Manager at Westminster Abbey.

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The royal church has previously collected visitor feedback using on-site paper surveys and regularly monitors reviews on TripAdvisor. They have chosen to partner with Avius to enable the collection of in-the-moment feedback. Real-time reports and survey alerts will highlight any issues instantly, allowing the Abbey staff to resolve problems more quickly and respond to visitors whilst they’re still on-site.

The implementation of physical survey kiosks will provide the World Heritage Site with visitor satisfaction scores and suggestions for future improvements. They will be able to find out how easy visitors find the Abbey to navigate, how they rate their visit and value for money, and use gathered insights to assist their marketing campaigns.

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Avius survey kiosks will be situated within the Abbey precincts; outside the Chapter House and another by the Cellarium Café. The Abbey’s visitors can choose to leave their feedback anonymously or provide their contact details if they wish to receive a response to their enquiry.

All data received will ensure current and future visitors fully enjoy their experience at one of London’s most iconic landmarks.

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