To gain a competitive edge, Impulse Leisure, a UK leisure facilities operator, implemented an organisational strategy built around a quality services concept aligned to its reward and recognition strategy in 2000. Staff performance was measured against customer assessments on a ‘clean, safe and friendly’ questionnaire, customer comment cards and customer forums. A customer care adviser was employed to gain customer feedback each quarter on the quality of customer service. The data obtained f...

BPIR Categories

9.5.5 Manage reward & recognition programs
9.5.1 Develop performance management approach
1.3.3 Review customer relationship approach

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