Miss Hess has used Customer Feedback Surveys for several years as part of a continual drive to improve the service provided to her customers.  Hessian Court currently use survey forms designed by Scottish Borders Tourist Board entitled ‘Tell us what you really think!’  

Miss Hess is constantly looking at ways to improve the survey form.  Their current survey is distributed through guest apartments; however the personal touch is used to encourage guests to provide honest and useful feedback.  Surveys are anonymous although many guests choose to leave their contact details.  

Response rates are monitored and are usually around the 60% mark; however additional comments are gathered through verbal responses from guests.  All comments are analysed and where possible acted upon immediately.  Miss Hess finds that the most useful information comes from the open questions within her survey as most guests take the time to provide comments.  

As well as occasional suggestions for improvement, guests provide positive feedback particularly relating to the cleanliness of the premises.  Miss Hess feels that the information provided to her by the survey is “really useful” and that her business is successful as a direct result of her customer focused approach.

Here are a few examples of what Hessian Court’s Customers have to say in response to the question, ‘What did you like best about your visit?’ –

“A very warm welcome - we liked the many extras in the apartments”

“The comfort, hospitality and warm sincere interest in others”

Overall the results of the survey are very positive with all visitors who completed the survey stating that they would recommend Hessian Court to a friend.  

96.2% of the respondents felt that the hospitality, facilities and comfort within Hessian Court were excellent and 100% of guests felt that their stay represented good value for money.