Press Releases

WHO CARES WINS – OUTER HEBRIDES FEEDBACK CARDS RETURNED

Dec 01, 2006

Guesthouses and B&Bs are the business sectors with the most helpful members of staff, according to a recent customer service feedback report carried out in the Outer Hebrides.

The study has been carried out by the Who Cares Wins project - a business support programme funded by Western Isles Enterprise (WIE) and supported by Comhairle nan Eilean Siar and Visit Scotland to encourage business excellence in customer service.

During the last six months, businesses and organisations in the Outer Hebrides have been displaying Who Cares Wins feedback cards and leaflets on their premises to allow customers to rate their experience following their visit.

Since the launch of the programme in May, customers have been asked to rate their experiences focusing on seven different categories, rating each one, Excellent, Good, Acceptable, Poor or Appalling. The seven categories included, the way customers were greeted and welcomed, the helpfulness of the people they dealt with, their knowledge and the efficiency, the quality of products and services and their overall impression.

More than one thousand feedback cards have been returned so far, from 204 participating businesses throughout the Outer Hebrides.

The feedback has shown that B&Bs and Guesthouses are scoring highest with an overall rating of 95.6 per cent across all seven categories, followed by Leisure and Recreation at 92.2 per cent. Hotels and Inns scored the lowest with 65.5 per cent.

Hillside B&B in Barra was the only business to score a hundred per cent in every aspect of their customer service. Dozens of feedback cards were received from the Bed and Breakfast, with customers rating it nothing other than ‘excellent’.

The feedback cards showed that the Isle of Harris is scoring considerably higher than that received relating to the other islands but further analysis is required in relation to the emerging geographical trends.

Lisa Maclean, co-ordinator of the Who Cares Wins project said: “We have had a good response from businesses and I’m pleased to say the area has scored well in terms of customer satisfaction, but consistency is key and we must ensure this happens.”

We need to be sure we never stop developing and improving our customer service delivery – businesses with a reputation for service excellence are more likely to reap financial benefits as a result.”

The businesses that took part in the project will be given the opportunity to develop personalised customer service plans using the results of their own specific customer feedback. The Who Cares Wins team have already visited 43 businesses of which individual reports have been prepared for.

A programme of training events is being organised for January to March next year to give advice and tips to businesses on how to provide excellent customer service.