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Federation Square Service Excellence

Federation Square Service Excellence. Goulburn River Valley Tourism 7 February 2012. Vision. To be recognised internationally as a contemporary world site and Melbourne's inspirational public space. Strategic Objectives. Great Place Great Staff Great Delivery Great Business Practice

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Federation Square Service Excellence

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  1. Federation SquareService Excellence Goulburn River Valley Tourism 7 February 2012

  2. Vision To be recognised internationally as a contemporary world site and Melbourne's inspirational public space

  3. Strategic Objectives • Great Place • Great Staff • Great Delivery • Great Business Practice • Great Visitor Experiences • Great Reputation

  4. Something for everyone Eat + Drink Culture Shop Experience Events ACMI Lounge Arintji Beer DeLuxe Bokchoy Tang The Café at Beer Deluxe Chocolate Buddha Feddish The Grill at Beer DeLuxe Grandstand Hot Dogs Hamburger Bar Il Pomodoro JolimontExpresso Riverland Bar and Café Taxi Dining Room Time Out Café Transport Cocktail Lounge Transport Hotel The Atrium The Australian Centre for the Moving Image The Ian Potter Centre NGV Australia No Vacancy Project Space NGV Kids Corner NGV Studio Kirra Galleries Our Creative Program The Federation Story Late Night Thursdays 10 Minute Culture Fix ArtPlay (City of Melbourne) The Art of the Brick ACMI Store Best of Souvenirs Kirra Galleries NGV Shop 7-Eleven Melbourne Visitor Centre Guided Tours Melbourne Mobility Centre Rentabike Yarra River Cruises Sightseeing Day Tours Itineraries Best of Victoria Third Party Events Multicultural Festivals Wine Showcase Multicultural Festivals Microbreweries Showcase Book Market Car Club Showcase Tai Chi at Fed Square Classics at Fed Square Classic AFL Clashes School Holiday Program Poetry at Fed Square Fed Cam Fed Ed Partners ACG Corporate Services Ikon Cleaning Services Siemans Ticketmaster Wilson’s Parking Microhire Quality Event Hire Showtech SBS

  5. Our Service Goal to be widely recognised for providing exceptional seamless customer service that will inspire visitors, customers and clients to return time and time again

  6. Customer Service Excellence Program • Leadership • Alignment • Information • Feedback • Research • Improvement drivers

  7. Staff Get Togethers

  8. Customer Service Excellence Awards

  9. Underpinned by research • General Feedback • Bi-annual visitor survey • Victorians perceptions survey • Annual tenant satisfaction • Event client satisfaction • Program specific surveys • Annual Staff survey • Ad hoc research

  10. Underpinned by research General Feedback

  11. Underpinned by research General Feedback

  12. Underpinned by research General Feedback

  13. Underpinned by research General Feedback

  14. Underpinned by research General Feedback

  15. Underpinned by research Micro Feedback

  16. Underpinned by research Micro Feedback

  17. Underpinned by research Micro Feedback “…Fed Square now feels like home…”

  18. Underpinned by research Micro Feedback

  19. Underpinned by research Licensed restaurant: Customers who would definitely come back Micro Feedback

  20. Underpinned by research Licensed restaurant: Percentage of your regular customers have actually recommended you to a friend or colleague Micro Feedback

  21. Underpinned by research Licensed café: Customers who would definitely come back Micro Feedback

  22. Underpinned by research Licensed cafe: Percentage of your regular customers have actually recommended you to a friend or colleague Micro Feedback

  23. Underpinned by research EG Licensed Restaurant 43% Q4 10-11 v’s Q4 09-10

  24. Tula Harris | Fed Square Pty Ltd Customer Service and Business Improvement Manager Ph +61 3 9655 1914 E tula.harris@fedsquare.com www.fedsquare.com www.fedsquare.com/facebook www.fedsquare.com/twitter

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