Industry benchmarking programme
A leading tourism industry association, the Backpacker Youth & Adventure Tourism Association (BYATA), runs a benchmarking programme for its members using the getsmart platform.
Participating members include a wide range of tourism businesses in New Zealand – big and small. These organisations submit data on key measures every month, such as sales activity and visitors' countries of origin. They can then confidentially track their performance, over time and relative to the rest of their sector.
Each member receives monthly and quarterly reports showing how they're performing, compared to the sector as a whole and their particular sub-sector. They can use this information to identify their strengths and address any weaknesses.
BYATA has an overview of the aggregate data – benchmarks and trends for the sector as a whole (but not individual organisations' confidential data). This valuable information helps the association guide and support its members to greater success.
Museum visitor survey programme
Te Papa Tongarewa uses the getsmart mobile app for its visitor survey programme. Every day, research assistants with iPads approach a randomly-selected sample of visitors to Te Papa. Participants are asked to complete a survey in their language of choice. 13 language options are available, all professionally translated to ensure that the data captured is of the highest quality.
Participants who can't complete the survey while at Te Papa are given the option of completing it later. If they agree, a personalised survey invitation is sent to their email address. All data is captured on the iPads and synched to the survey database on the getsmart server at the end of each day.
This combined approach has significantly increased Te Papa's overall survey sample size. And because it includes visitors who complete the survey off-site, it makes Te Papa's survey sample more representative.
The multilingual option also contributes to data quality – a significant proportion of visitors complete the survey in languages other than English.
Customer experience programme
The YHA New Zealand hostel network uses getsmart for its customer experience monitoring programme.
The getsmart solution is seamlessly integrated with the organisation's customer relationship management system. This means that personalised survey invitations can be triggered when guests check out from any of the organisation's properties. Reflecting the company's commitment to quality customer experience, the surveys are available in multiple languages.
Surveys adapt to each customer, using known information as well as individual responses. For example, the survey questions may vary depending on the location and type of property, and whether that specific property is the first or last on the customer's current trip.
Results are available to property managers in real-time. Email alerts enable immediate follow-up on any customer experience issues as these arise. Property managers have access to reports and can compare the performance of their site against similar properties and the network as a whole.
getsmart is used by manufacturers to create a direct line of communication with customers in export markets.
Customers can access feedback forms via QR codes and web links printed on packaging or other product collateral, all in their own language. This feedback gives manufacturers valuable insights into the profile, needs, attitudes and behaviour of their export customers. It can also help identify differences between export markets.
Direct response tools can also be used to build customer databases for future marketing activity, or for promoting referral programmes. An automated prize draw or incentive programme can be used to encourage response, and to thank customers for their feedback.
getsmart’s direct response forms and mobile app can also be used to capture feedback at trade shows, consumer expos and other events. All forms can be presented in single or multiple languages.