"PatronView" - The GMA Customer Survey System

In our constantly changing business conditions every business needs a method of gauging the customer's reactions to their service standards, staff and products; an effective customer survey system is a basic requirement to gather this critical information.

The vast majority of customers never use the paper based "tick the box" type surveys often offered, this system produces: low rates of information returns, has high production costs, asks only static questions and can consume major management time to interpret and then apply.

We all know that some 80% of customers with a complaint do not complain, they simply go away and don't return, therefore to have a proactive system seeking customer comments and customer impressions is vital part of any progressive company's arsenal.

By knowing what the customer has found, and reacting to it, you can optimise your property, motivate staff, retain your customer and put more money in the Bank.

The GMA state of the art PatronView electronic customer survey system eliminates wasted management time, is easily adaptable to changing priorities, and produces analysed results directly to authorised managers PC screens ready for actioning.

Survey input is collected via an iPad unit, or units (depending on the size of the property), which sends the information gathered to our server in real-time via a Wi-Fi link and the Internet.

Our GMA PatronView server analyses the information into your pre-set formats and presents the results in a series of easily understandable data ready for actioning in your operation.

Some operations may well have a dedicated team, within their analysis department, to conduct the surveys, but smaller units may not have this luxury. When you use PatronView this is not a problem, as, by correctly managing property FTE manning levels, you will always produce staff with utilisation time, these staff members (irrespective of their normal occupation) can, with simple training, use the iPad system to do the intercept interviews with customers.

Such staff utilisation can cross-pollinate between departments without problems. It costs no more in salaries and has the advantages of exposing staff to the problems of different operational areas. Also this wide range of staff, from all levels of the operation, are exposed to the customers thoughts at first hand, this is undoubtedly a win-win situation.

Although the survey can consist of perhaps some 60 questions in all, the intercept staff ask only a maximum of say 6 questions of the customer, thereby minimizing any intrusion of the customers time, a customer reward can be immediately given for answering the questions, this can consist of a small branded gift or a restaurant discount voucher (the latter acting as a marketing tool which helps to direct traffic to a particular facility).

GMA conducts all maintenance of the server and system, gives you advice on the survey format, sets up the question base (based on your requirements), ensures that the information gets to you, and does all the background work to leave you free to concentrate on your customer.

In addition we can also offer our strategic analysis service, based in our extensive international knowledge of the industry, to give you a monthly audit of your results and advice on the optimal path forward.

PatronView will pay for itself by increased customer loyalty which leads to increased business levels which, as mentioned above, puts money into your Bank.