The Hideaways Club
Measuring, monitoring and reviewing the member experience is critical to our company’s success, and Active Insight has assisted us develop a seamless and effortless way to gain feedback from our members. Our membership base is successful because it is built on a solid foundation of like-minded individuals – CEOs, company directors, entrepreneurs and sports personalities – all of whom are looking for that extra something from their holidays, and their investments.
During this time member feedback returns have increased from 22% to over 65%; more than 700 feedbacks per year, which is increasing year on year, providing a very accurate, current overview of how service delivery is perceived by members.
We ask members/guests a series of online questions with focus on the key aspects of their experience; from cleanliness, property maintenance to concierge services, highlighting issues we need to react quickly to, with the aim of improving all aspects our performance – ensuring our very high standards are being maintained consistently. Our NPS (Net Promoter Score) is a critical part of this.
All members results are fed back to me and my operations team, and I personally respond to any unusual issues or areas of concern. Our members are delighted their feedback is being heard and taken in a constructive manner. It’s one of our key performance indicators. Our NPS has improved since we started using Active Insight’s feedback system, and now regularly hits 80-90% which puts us right up there with the highest performing NPS “stars” like Apple and Amazon.
Active Insight came highly recommended to us by various friends in the leisure and hospitality world, and the system they have created for us is simply invaluable.
Donald Watt, Chief Operating Officer