Six Mary’s Place have been using customer surveys for approximately 2 years now and manager Douglas Tully feels that they are a “Superb Management Tool”, which allow him and his team to improve the service and facilities that they offer to guests through a deeper understanding of their needs.

The survey currently in use, which was designed in-house, covers the following areas:

• Guest Satisfaction with service and facilities
• Reasons guests have chosen Six Mary’s
• Why they are visiting the local area
• How they found out about Six Mary’s
• How they arrived at Six Mary’s

In addition to these sections, guests are encouraged to provide general comments.

Each guest is provided with a survey in their room on arrival and they are encouraged by staff to complete the form.  Approximately 40% of Six Mary’s guests are repeat visitors.  Response rates for first time guests currently stands at between 80 and 90%.  A prize draw is used to encourage respondents to take the time to complete the surveys.

Results are analysed monthly and comments from guests are acted upon where appropriate.  The information provided gives Mr Tully and his team details of ideas and suggested improvements that they would not normally have thought of.  He regularly reviews the results and sets targets to monitor progress and improve performance.  Guest comments are featured on the Six Mary’s website as testimonials promoting the bed and breakfast to other potential customers.

The customer focused approach adopted by Six Mary’s allows them to be proactive in improving their service and facilities and to better meet the needs and wants of their customers.  For more information about Six Mary’s see the contact details above.