BVA BDRC awards venues
Consumer and business insights consultancy, BVA BDRC, recognised venues at its Venue Verdict CX Awards. The awards focused on the customer experience provided by the entrants.
Fabienne Galzin, CX leader, BVA Group. “A Walker study reveals that customer experience is even on the verge of surpassing price and product features as the main differentiating factor for brands.”
The winners were determined entirely by the customer and given to the venues and groups with the highest Net Promoter Score results from their assessments from July 2019 through to June 2021.
James Bland, director, BVA BDRC, said: “For a venue to achieve high NPS it has to be on its game from dusk-til-dawn – and a few hours either side for that matter.
“NPS is neither the end nor the beginning, it has to be eternal and everlasting… To get it to really work for you, you need to understand what drives it and how you can influence it. What you use it with is as important – more important – than simply using it or not.”
The winners, based on the NPS ratings, included:
- Hand Picked Hotels was named as the most recommended brand, closely followed by etc.venues winning silver and JW Marriott bronze.
- LGH Hotels Management were given the gold award for best service delivery - large group, followed by RBH Hospitality Management taking silver and Valor Hospitality Partners bronze.
- Make Venues won gold for best service delivery – small and mid-sized group, with Exclusive Collection taking silver and glh Hotels Management and IHG Managed Hotels jointly accepting bronze.
Adam Simpson, director of marketing at etc.venues says: “For our brand to be recommended by so many event professionals without being prompted is a testament to the quality customer experience we are delivering.”