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.
Museum visitor survey programme
Te Papa Tongarewa uses the getsmart mobile app for its visitor survey programme. Every day, research assistants approach a randomly-selected sample of visitors to Te Papa and these visitors are asked to complete a survey in their language of choice using our survey app for iPad. 10 language options are available, all professionally translated to ensure that the data captured is of the highest quality.
Participants who are unable to complete the survey while at Te Papa are given the option of completing it later. If they agree, a name and email address are captured and a personalised survey invitation is sent by email. 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 the sample now includes visitors who don't have time or are unable to complete the survey on-site (for example, if they're visiting with young children), it also makes Te Papa's survey sample more representative of its visitors as a whole.
The multilingual option also contributes to data quality – a significant proportion of visitors complete the survey in a language other than English.
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.
getsmart is used by manufacturers to create a direct line of communication with customers in export markets.
Customers access feedback forms via QR codes and web links printed on packaging and other product collateral, all in their own language. This feedback gives exporters valuable insights on the profile, needs, attitudes and behaviour of their customers. It also helps clarify important differences between customers in targeted export markets.
Direct response tools can also be used to build customer databases for future marketing activity and 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 are also used to capture feedback at trade shows, consumer expos and other events. All forms can be presented in a range of languages.