GCSE Leisure and Tourism

Customer service and reputation

1. How do Flamingo Land measure customer service? 

Questionnaires 

Questionnaires are available:

  • In welcome packs of visitors who stay in the caravan site to complete at the end of their stay.
  • In cafes and restaurants
  • In the gift shop as an interactive kiosk

questionnairefeedback screenfeedback screen 2

 

 

The responses to these questionnaires are collected by the park manager. The responses to these can be viewed here reviews

 

Green cards 

A number of cards are given out to random visitors on random days. The purpose of these cards is to reward staff for good customer service. A customer can award a card to any staff member who they think has given them good customer service.

 

Online review sites

Flamingo Land management staff reply to comments made on websites such as Trip Advisor. This way they can see what their customers think but also try to make it better by leaving them a comment if they had a bad visit or encouraging them to visit again if they had a good visit.

2. Are customers satisfied with their experience at Flamingo Land and does it have a good reputation? 

Sources

Trip Advisor

Trip advisor is a review site for most attractions, hotels and restaurants in a large number of countries throughout the world. People leave a star rating (Out of 5) and also a comment about their experience. You can read all of Flamingo Lands reviews and ratings here:

http://www.tripadvisor.co.uk/Attraction_Review-g776616-d216487-Reviews-Flamingo_Land-Malton_North_Yorkshire_England.html

Trip Advisor as of Tuesday 18th November 2014

Trip Advisor as of Tuesday 18th November 2014

Mumsnet

Mumsnet is a review and advice website for parents. It has a review section where people can rate and comment on attractions and products in the same way as Trip Advisor. As this is a website for parents, the reviews are likely to be based around family-friendliness and safety. You can read all of Flamingo Lands reviews and ratings here:

http://www.mumsnet.com/reviews/family-days-out/theme-parks-uk/13397-flamingo-land

Mums Net ratings of Flamingo Land as of 18th November 2014

Mums Net ratings of Flamingo Land as of 18th November 2014

UKcampsite

UKcampsite is a find and review website for campsites in the UK. As Flamingo Land offers a campsite with caravans and tents as well as the Theme Park and Zoo, this part of its customer service and satisfaction should also be considered. You can read all of Flamingo Lands reviews and ratings here:

http://www.ukcampsite.co.uk/sites/reviews.asp?revid=3834

UK Campsite reviews of Flamingo Land as of 18th November 2014

UK Campsite reviews of Flamingo Land as of 18th November 2014

Facebook

Flamingo Lands Facebook page can be found here:

https://www.facebook.com/flamingolandresort?rf=106057612759396

Look at the number of likes and comments etc Flamingo and has received, as well as the sorts of things they are posting on their wall. Try looking for the Facebook account for other Theme Parks and Zoos and compare how popular they are.

Flamingo Land Facebook page as of 18th November 2014

Flamingo Land Facebook page as of 18th November 2014

Twitter

Flamingo Lands Twitter page can be found here:

https://twitter.com/flamingolanduk

Look at the number of followers and tweets. Try looking for the Twitter account for other Theme Parks and Zoos and compare how popular they are. Take into account the number of tweets they have as this will show you how regularly they post things.

Flamingo Land Twitter page as of 18th November 2014

Flamingo Land Twitter page as of 18th November 2014

Awards 

The number and types of awards an attraction has received is a really good indication of how satisfied visitors are and how good a reputation somewhere has. Flamingo Land has received awards for: