Getting ahead of the competition.

A large leisure organisation was keen to benchmark customer service levels against one of its major competitors. Metricomm’s proprietary data analysis tool allows reviews to be gathered historically, so we were able to collect data for the previous two years, providing a huge pool of customer comment for both brands.

Using sophisticated text analysis to quantify and categorise customer feedback, Metricomm identified a number of themes that were either leading to customer frustration. These included parking, COVID safety measures and the quality and price of food and drinks.

Additionally, Metricomm was able to identify areas where competitive advantage might be gained, for example by investing in better baby changing facilities or accessibility for guests with disabilities.

The analysis highlighted the importance of conducting regular reviews analysis to enable prompt action where seasonal problems arise, for example wasps around litter bins in summer.