South African National Parks benefiting from innovative cellphone enabled restaurant feedback solution
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South African National Parks, which includes the internationally
renowned Kruger National Park, is seeing the benefits from its innovative
Customer Experience Measurement (CEM) solution. Touchwork's ESP 360, a cellphone
based customer insight solution has been providing invaluable customer feedback
from the 20 restaurants throughout the SANParks group.
Restaurant managers and
SANParks Head Office staff are now able to measure and manage how well they're
performing in the different restaurants and respond to instances of
dissatisfied customer service in real-time.
Having a customer centric vision "National parks will be the pride and joy of all South Africans and of
the world", SANParks is prioritizing the customer experience. Says James
Daniels, Manager: Business Development Unit at SANParks, "Since using the
system that Touchwork has developed for us, our customer experiences are now managed
pro-actively and objectively." With restaurants spread throughout the country,
and often in remote locations, a system was needed to actively monitor these
restaurants to ensure they live up to the promise, and reflect the quality
inherent in the SANParks brand. And with the FIFA World Cup just around the
corner, the time has never been better to ensure that visitors to the parks get
the level of service they would expect from an organization like SANParks.
The success of the current system and an ongoing commitment
to improving the customer experience has prompted SANParks to begin looking at
other ways to actively gather customer experience data, ensuring that they
maintain their high standards throughout all the parks that they manage.
About SANParks: South African National Parks manages a system of parks
which represents the indigenous fauna, flora, landscapes and associated
cultural heritage of the country. They are the leading conservation
authority in all national parks around South Africa, and responsible for 3,751,113 hectares of protected land in 20 national parks.  For more information on Touchwork's CEM solutions and what they can do for your business, go to www.touchwork.com |
