Burleigh Court, part of Loughborough University’s Imago Venues portfolio, reports its net promotor score rising from 59% to 70% in the last six months.
The Burleigh Court operations team attributes the rise to a renewed focus on customer service improvements.
Harry Kerr became the conference and events manager at Burleigh Court at the start of the year and was charged with developing the team to achieve significant improvements in Burleigh Court’s BDRC VenueVerdict ratings.
In addition to the net promotor increase, the Burleigh Court team has also achieved the following:
· Overall satisfaction has grown from 65.6% to 85.7%
· Likelihood to recommend has grown from 66.7% to 100%
· Friendliness & Helpfulness has jumped from 85.3% to 100%.
Seventy percent of Imago Venues’ top clients are repeat business, while Burleigh Court is running 5% ahead in terms of turnover compared to last year.
“Customer service and satisfaction are central to Imago Venues’ ethos and delivery and we wanted that to be reflected even more clearly in our BDRC scores,” said Emma Boynton, head of sales and marketing at Imago Venues.
“Promoting Harry to his new role seemed the perfect way to achieve that. He is full of positive energy and able to bring out the best in people. Credit must also be given to all those working in and around Burleigh Court. This is an incredible achievement in just six months and we look forward to seeing even more success moving forward.”
