The Haynes International Motor Museum is home to the UK’s largest collection of cars from around the World. The data collected by Avius Surveys has helped to decrease resolution times and improve customer satisfaction.
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The Haynes International Motor Museum
The Haynes International Motor Museum is home to the UK’s largest collection of cars from around the World. Founded in 1985, with over 19 individual exhibitions and over 400 cars and bikes it really is a world class motor museum. As well as classic and super cars and bikes they also offer family entertainment from toddlers to teenagers and grandparents.
They also have a fantastic café, offer venue hire and vehicle restoration, servicing and MOTs.
Prior to working with Avius, Haynes International Motor Museum used paper surveys. Naturally the paper surveys were time consuming and laborious for both customers and staff. Customer feedback had to be manually entered and analysed. This resulted in slow resolution times and issues spotted too late to do anything about them.
Introducing Interactive Surveys
Haynes implemented Avius Surveys, placing a survey kiosk in the museum and another one in Café 750. Visitors can choose to complete a survey about the Museum, Café, Shop or Event, in their preferred language.
Offering beautiful interactive surveys on tablets means the Museum now receive more feedback, quickly, and that feedback is better quality. They measure KPIs and look at results and customer comments on a weekly basis. The insights received are used to make improvements throughout the Museum and on site facilities.
The benefits of Avius Surveys
On the rare occasion that there is an issue, the Museum can spot it instantly and react before it becomes a big problem. Meaning customer complaints can be solved whilst they’re still on the premises. Some of the feedback provided has resulted in the Museum recruiting more Volunteers and has enabled them to ensure the café is adequately staffed at busy times.
The Museum team have become reliant on the information they receive from customer feedback. It enables them to speed up resolution times and continually improve their customers’ experience.
“The data from Avius Surveys is invaluable, feedback is truly ingrained in our business. Our resolution times have decreased and customer satisfaction levels improved. The Avius Support Team are great, they respond quickly to any questions we have.”Clair Holt