by Lisa DiLuzio, Director of Marketing & Sales at Bayfront Convention Center
Even in my professional life, one of the things I value most is my report card.
Some things never change.
As part of my role as the Director of Marketing and Sales at the Bayfront Convention Center, I am responsible for ensuring great customer experiences. And really, there’s no better way of hearing back from our customers than with a customer survey.
Here’s how it works: We ask customers to rate us on a scale of 1-5 (with 5 being the best) on these categories: Overall Food, Overall Cleanliness, Overall Operations Department, Overall Service, and Overall Staff. Then, we total it up and get an Overall Score Average.
Getting all 5’s on our survey feels a lot like being a student and bringing home that report card with all A’s.
Each of our event coordinators follows up directly with each and every customer at the conclusion of the event verbally and then forwards a customer survey to complete that outlines details of the event’s experiences. The event coordinator has a monthly/quarter goal they’re held to, and the building as a whole is held accountable to a percentage goal.
But we don’t just want 5’s. We want to earn them.
These surveys assist the Bayfront Convention Center in making changes, enhancements, etc. to make experiences even better for all. It’s a great way to listen to what our customers are saying and looking for, and a constant working aide to help us continue to strive for the best.
Like in the classroom, we want to learn and grow as we earn our grades.