Concept has partnered with 59club to provide its golf, leisure & spa clients with new service analysis intelligence to measure customer satisfaction levels within their businesses via its high-end operations software suites
Concept users can now benefit from 59club’s expertise, mechanism and freedom to independently deliver customer satisfaction surveys using their industry specific benchmarking assessment criteria, flexible survey templates and automated software.
The new partnership enables the auto-generating functions to remain switched on for mutual affiliated clients – meaning that each time member and guest data is entered into their operations software, 59club will auto-invite the customer to complete the venues bespoke satisfaction survey based on their recent encounter - for example after having joined the club, paid to play, visited the spa or F&B outlet or having relinquished their club membership. The functionality can even track a customer’s experience at significant landmarks during their journey, auto-generating a series of questionnaires, in sequence at set intervals as programmed by the venue, measuring a new member’s experience over a set timeframe as a guide.
With a wealth of survey templates that cover all areas of the hospitality industry and as a result of the two software giant’s new pairing, club staff can now save valuable time delivering surveys, avoiding additional data entry, and elements of human error or resistance are eradicated.
The new interface will go live at one of the most prestigious properties in The UK; The Belfry - with other leading Golf Groups such as Dubai Golf and premier clubs and resorts that includes the likes of Old Thorns, Celtic Manor, Stoke Park, Ramside Hall and Dalmahoy also set to win as a result of the new pairing, with concept looking to roll-out the update to all of its clients very soon.
Chris Reeve, Director of Golf at the Belfry Hotel & Resort, said: “The 59club surveys have been a huge success for us and we are just about to introduce a link between our EPOS [Concept] system which will talk directly to 59club’s software [my59] and provide a survey to anyone that plays a round of golf at The Belfry with a few key questions. This is going to open new doors for us and gives us even more insight into what our customers are looking for and allows us to retain our number one position as the best golf resort in the UK”
The new partnership has been forged to assist venues to improve and maintain sales and service quality, in addition to comparing their internal customer satisfaction levels against 59club’s benchmark; the industry average and the best performing venues globally. Ultimately venues stand to capture more consumer insights than ever before.
Simon Wordsworth, 59club CEO, said: “Our recent partnership with Concept is hugely exciting for 59club. Linking our customer satisfaction survey software with the complete enterprise solution for the world’s leading resorts couldn’t be a better match. Both companies have a focus on being in control; whether that’s assisting clients managing memberships, reservations, POS or business intelligence.
“The addition of ‘real-time’ customer service analysis sees the essential day to day operation of golf, leisure & Spa venues worldwide get a whole lot smarter. As 59club continues to grow with new operations in America, Asia and Europe, I’m looking forward to seeing our collaboration with Concept continue to advance service excellence standards across the industry globally”.
Concept, a Shiji Group Brand, offers its users with leisure software for spas, clubs, resorts, and golf courses. The Concept Golf product is a complete enterprise solution for the world’s leading golf resorts and venues and caters for all software needs for golf operations.
Malcolm Rennie, Commercial Manager of Concept, said: “This new relationship and integration with 59club is so exciting for us. The cross-over between our mutual clients is staggering and we were delighted to see so many of Concept’s customers being recognised at 59club’s annual awards ceremony. We can’t wait to rollout this integration to new and existing clients and see the positive results.”
For more information on 59club, visit: www.59club.com
For more information on Concept, visit www.concept.shijigroup.com
Notes to Editors:
59club was established in 2007 and is now the market leader in providing bespoke mystery shopper performance measurement programs for the Golf, Leisure, Spa, Events, F&B and Hotel Industries.
Specifically designed to elevate sales and service standards, 59club provides ‘Mystery Shopper Audits’, ‘Customer Satisfaction Surveys’, and ‘Training Services’, empowering venue managers to analyse their entire visitor and member experience, enabling them to set targets, monitor performance and ultimately make informed decisions to advance.
The founder of the company, Simon Wordsworth, has a wealth of experience having worked in the sector for many years at one of the worlds' most renowned Golf and Leisure resorts. At the heart of our operations is an established and dedicated team of professionals who all bring a vast amount of experience from the Golf, Leisure & Events industry, most of which who worked at Senior Management or Directorship level. This knowledge allows for a true understanding of your business needs and the difference customer service excellence can make to your reputation.
About Concept, a Shiji Group Brand
With high-profile clients in nearly 70 countries worldwide and software available in 15 different languages and a global support network to match, Concept, A Shiji Brand, is a global leisure software, development and consultancy company specialising in supplying spas, clubs, resorts, hotels and golf courses with high-end software suites to manage operations.
In 2018, Concept joined the Shiji Group who provide software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution and more. Shiji Group today comprises 3,000 employees in 70+ subsidiaries and brands, serving over 60,000 hotels, 200,000 restaurants and 400,000 retail outlets.
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