Federation Square Service Excellence Goulburn River Valley Tourism 7 February 2012.

Federation SquareService Excellence

Goulburn River Valley Tourism

7 February 2012

VisionTo be recognised internationally

as a contemporary world site and

Melbourne's inspirational public space

Strategic Objectives• Great Place

• Great Staff

• Great Delivery

• Great Business Practice

• Great Visitor Experiences

• Great Reputation

Something for everyone

ACMI LoungeArintjiBeer DeLuxeBokchoy TangThe Café at Beer DeluxeChocolate BuddhaFeddishThe Grill at Beer DeLuxeGrandstand Hot DogsHamburger BarIl PomodoroJolimont ExpressoRiverland Bar and CaféTaxi Dining RoomTime Out CaféTransport Cocktail LoungeTransport Hotel

ACMI LoungeArintjiBeer DeLuxeBokchoy TangThe Café at Beer DeluxeChocolate BuddhaFeddishThe Grill at Beer DeLuxeGrandstand Hot DogsHamburger BarIl PomodoroJolimont ExpressoRiverland Bar and CaféTaxi Dining RoomTime Out CaféTransport Cocktail LoungeTransport Hotel

The AtriumThe Australian Centre for the Moving ImageThe Ian Potter Centre NGV AustraliaNo Vacancy Project SpaceNGV Kids CornerNGV StudioKirra GalleriesOur Creative ProgramThe Federation StoryLate Night Thursdays10 Minute Culture FixArtPlay (City of Melbourne)The Art of the Brick

The AtriumThe Australian Centre for the Moving ImageThe Ian Potter Centre NGV AustraliaNo Vacancy Project SpaceNGV Kids CornerNGV StudioKirra GalleriesOur Creative ProgramThe Federation StoryLate Night Thursdays10 Minute Culture FixArtPlay (City of Melbourne)The Art of the Brick

ACMI StoreBest of SouvenirsKirra GalleriesNGV Shop7-Eleven

ACMI StoreBest of SouvenirsKirra GalleriesNGV Shop7-Eleven

Melbourne Visitor CentreGuided ToursMelbourne Mobility CentreRentabikeYarra River CruisesSightseeing Day ToursItinerariesBest of Victoria

Melbourne Visitor CentreGuided ToursMelbourne Mobility CentreRentabikeYarra River CruisesSightseeing Day ToursItinerariesBest of Victoria

Third Party EventsMulticultural FestivalsWine ShowcaseMulticultural FestivalsMicrobreweries ShowcaseBook MarketCar Club ShowcaseTai Chi at Fed SquareClassics at Fed SquareClassic AFL ClashesSchool Holiday ProgramPoetry at Fed SquareFed CamFed Ed

Third Party EventsMulticultural FestivalsWine ShowcaseMulticultural FestivalsMicrobreweries ShowcaseBook MarketCar Club ShowcaseTai Chi at Fed SquareClassics at Fed SquareClassic AFL ClashesSchool Holiday ProgramPoetry at Fed SquareFed CamFed Ed

Eat + DrinkEat + Drink CultureCulture ShopShop ExperienceExperience EventsEvents

ACG Corporate ServicesIkon Cleaning ServicesSiemansTicketmasterWilson’s ParkingMicrohireQuality Event HireShowtechSBS

ACG Corporate ServicesIkon Cleaning ServicesSiemansTicketmasterWilson’s ParkingMicrohireQuality Event HireShowtechSBS

PartnersPartners

Our Service Goal

to be widely recognised for providing exceptional seamless customer service that will inspire visitors, customers and clients to return time and time again

Customer Service Excellence Program

• Leadership

• Alignment

• Information

• Feedback

• Research

• Improvement drivers

Staff Get Togethers

Customer Service Excellence Awards

Underpinned by research

General Feedback• Bi-annual visitor survey•Victorians perceptions survey•Annual tenant satisfaction•Event client satisfaction•Program specific surveys•Annual Staff survey•Ad hoc research

Underpinned by research

General Feedback

Underpinned by research

General Feedback

Underpinned by research

General Feedback

Underpinned by research

General Feedback

Underpinned by research

General Feedback

Underpinned by research

Underpinned by research

Underpinned by research

“…Fed Square now feels like home…”

Underpinned by research

Underpinned by research

Licensed restaurant: Customers who would definitely come back

Underpinned by research

Licensed restaurant: Percentage of your regular customers have actually recommended you to a friend or colleague

Underpinned by research

Licensed café: Customers who would definitely come back

Underpinned by research

Licensed cafe: Percentage of your regular customers have actually recommended you to a friend or colleague

0%

29%

45%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

<6

Satisfied

Loyal

Underpinned by research

NET LOYALTY SCORE

% customers in the LOYALTY ZONE

% customers in the SATISFIED ZONE (At risk)

% customers in the DETRACTOR ZONE

Q1 survey +27% 45% 37% 11%

Q2 survey +23% 30% 63% 7%

Q3 survey +6% 38% 30% 32%

Q4 survey +28% 39% 50% 11%

Q5 survey +43% 58% 27% 15%

Q6 survey +41% 47% 47% 6%

10 9 8 7 6<

Recommended 43% 24% 6% 13% 0%

Repeat Business 86% 53% 19% 13% 0%

Percentage Score Explanation of what your score means

Promoters 9 & 10 Loyal customers who are actively recommending your business.

Satisfied 7 & 8 Customers who received what was expected but are not actively recommending you.

Detractors 6 to 0 Customers whose expectation has not been met. Is the source of negative WOM.

EG Licensed Restaurant

43%

Q4 10-11v’s

Q4 09-10

Tula Harris | Fed Square Pty LtdCustomer Service and Business Improvement ManagerPh +61 3 9655 1914E [email protected] www.fedsquare.comwww.fedsquare.com/facebookwww.fedsquare.com/twitter