1. Ann McAvoy JENNY LAMBIE FIH, FCIPD

2. Why they do it… 82% of customers believe that you must listen & act on customer feedback in order to retain business 74% will be less likely to do business if their feedback is ignored 41% of businesses identified customers as the source of best innovative ideas They want to hear what people think about their business 55% of customers do business because of its reputation

3. Jenny Rutherford The Hub

4. Home to the Edinburgh International Festival Cafe Hub Hub tickets Hub Events

12. Volume of customers 2010 250 covers per day in Cafe Hub (peak summer) 32 weddings 125 corporate & private events 84 internal meetings 2 festivals

13. So what was going wrong? Asking the wrong questions Asking the wrong people Asking it at the wrong time

14. Previous format Complicated format Asked people to rate things on a scale of 1-10 Asked leading questions

15. New look Cafe feedback Clearer formatting More ‘approachable’ tone More accessible

18. New look Events feedback Open Questions - What did you like about your experience at The Hub? Could we have done anything better? Did anyone exceed your expectations? Circulation of feedback – Now emailed with a link to survey monkey Event bookers are encouraged to forward this on to delegates

20. What the changes have meant Cafe Hub: 50% increase in feedback Hub Events: 30% increase in feedback More information for monthly reports Offers constructive information for team Identifies areas for development

21. The future for feedback… Delegate tent cards positioned in each room Stopping guests as they depart Feedback link positioned on website

22. Questions

23. …...to see ourselves as others see us…! Rabbie Burns 15 TH FEBRUARY OR 10 TH MARCH 2011 PREMIER INN, HAYMARKET http://www.scottish-enterprise.com/Events.aspx £25.00 10:00 TO 13:00