Our client aims to provide the best guest experience, while auditing existing services and identifying areas of improvement.
Problem
“Why are some sites performing better than others?”
They wanted to know if poorer performing sites could be improved by using the techniques from better performing sites.
They needed to identify what and how consistent operating methods, across multiple data sets, could impact performance.
Solution
We developed a solution that provides real-time performance metrics and insights.
We integrated data from both internal and external audits, as well as people data, offering a comprehensive view of site performance.
The Head of Operations receives an automated email highlighting successes and areas for improvement.
The solution also provides our analysts review with the client where we seek additional insights and actions.
Impact #1
We enabled the identification of key areas requiring improvement, leading to targeted training initiatives and enhanced performance.
The augmented insight approach has led to a shared understanding of both issues and solutions, with a variety of methods being implemented to impact improvement.
Impact #2
Our client observed a notable increase in performance through regular notifications and in-depth insights about site performance.
Standardising measures and increasing operational performance has enhanced customer satisfaction and reduced operational costs.
Iteration
Moving forward we are implementing additional performance measures in consultation with the client and their customers.
These measures will be used to create greater accuracy and wider measurement to improve satisfaction levels even further.