On its journey to excellence, the Edinburgh International Conference Centre, one of Scotland’s most successful organisations and Winner of the European Excellence Awards, recognised the importance of involving its employees at all levels. Every staff member was involved in collecting feedback on events that they were involved with - everyone from the porter, cloakroom staff or banqueting manager gave qualitative feedback on how the day had gone. The information gathered was crucial to understa...

BPIR Categories

9.7.1 Encourage employee involvement and feedback
1.1.7 Review customer listening & learning methods

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