What operators who took part in the pilot said...
“The VisitEngland Spa Accreditation Scheme was an extremely useful tool to give an independent feedback of our customer’s journey and observations during a visit to The Spa at Pennyhill Park. Meeting and exceeding customer expectations is key to any successful business and a process that assists this within the spa industry is beneficial. Feedback at the end of the site inspection is valuable to have; this is then reinforced with a comprehensive report based on the site visit.”
Jason Hooper, Marketing Manager, Exclusive Hotels
“We have found the pilot experience a fantastic opportunity to get real customer feedback, understand our strengths and learn where we can improve to create an even better customer experience and thereby increase revenue. The report provided after the secret shopper experience was detailed and informative, and was also discussed verbally with us prior to the report being sent. We look forward to working with VisitEngland in creating a meaningful spa association. We have been impressed with the detailed level of thought that VisitEngland have put into the pilot thus far, and are also keen to provide our own input into what is important in shaping our industry in the near to medium term future.”
Sasha Becejac and Eileen Soriton, Owners, Kubu Spa, Henley - on –Thames
“Customers are very used to being guided in their choice of hotel by classification and will demand the same of spas. We were delighted to participate in the trial accreditation scheme as we could only gain from an external observation of our business and it helped a valid project to get underway. Our Inspector came incognito having booked a treatment over the phone. As she came to pay she declared herself and I was then able to show her around the facilities we spent about an hour chatting through her experience.
Through the post followed a very detailed report on every aspect of the spa from the initial enquiry to cleanliness to the offer of paper pants! It has been a useful training document for all areas of the business and we have made some changes already as a result of it.”
Cathy Ball, Spa Manager, Calcot Spa
"The spa pilot visit was a professional, vigorous assessment, delving into detail, and providing a rounded balanced summary of a Spas ability to deliver its brand promise to the consumer. I recommend any Spa operator who wants feedback on their performance, to submit themselves to this scheme."
Simon Brown, Deputy Chairman, Nirvana Spa & Leisure Ltd
"First of all, we found it very useful. As a senior team of Directors and Operations Managers (ten of us in all) we went through each point, discussed the observation, either decided to action change immediately or decided that in our size of operation it was either impossible to achieve, or not applicable to the style/ambience of Ragdale Hall.
This process, as you can imagine, took many hours and provided a good focus on certain parts of our business. I thought that the judging criteria had been very carefully and thoughtfully put together, with a good knowledge of spas and what their clients expect.
We very strongly endorse the assessor being completely anonymous; this is the only way for it to be. Also they probably need to be into spas - some people, however good you are, just won't get it!".
Claire Brandish, Sales & Marketing Director at Ragdale Hall.
"Center Parcs is one of the founder members of the Spa Accreditation scheme and is proud to have been involved since its inception. We have always recognised the importance of the scheme for the UK spa industry and we are convinced it will help to drive up spa standards in the UK".
Don Camilleri Director of Development and Engineering, Center Parcs
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