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BWML’S CUSTOMER SURVEY RESULTS 2016
customer survey ever. The survey is an important part of BWML’s work to maintain strong connections with its many customers. Taken together with the Growing BWML programme and increased investment in training and staff development, the survey will ensure BWML’s focus remains firmly on continually improving the customer experience. Against six indicators, that
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include value for money and net promoter score (NPS – which measures the net presence of customers in each marina who score BWML well, less those who don’t) BWML came out slightly better against its target for the last twelve months, and significantly higher than in 2015. That is no reason for complacency, however, and BWML recognises there
ritish Waterways Marinas Ltd (BWML) has undertaken its most comprehensive
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performance, but improvements still needed
remain areas where improvements can – and must – be made. Marinas at Galgate, Glasson,
Hull, Lemonroyd, Limehouse, Poplar, Sawley and White Bear have all shown strong increasing NPS scores, and that is reflected in comments from customers. Despite that, however, areas identified for improvement include: electricity provision at Galgate, WiFi at several locations, car parking and drainage at Poplar. Customers at Apsley, Cowroast, and Ripon shared similar concerns, and identified a need for BWML to address maintenance and fault fixing standards as well as
For more information visit
www.bwml.co.uk 14 FORE & AFT DECEMBER 2016
improving communications and social time with customers at these marinas. Commented Managing Director of BWML, Jeff Whyatt, ‘With an overall NPS score of 14.2, against 8.5 in 2015, and with value for money increasing from 4.9 to 5.3, it’s clear we are getting many things right. The most valuable findings from the survey are on where we need to invest our resources. Rather than having a programme of doing what we think our customers want, it’s far better to have the evidence in front of us that tells us exactly what improvements customers want us to make. ‘WiFi, for example, is an
increasingly important factor in the customer experience, and we are well on with improving provision across all of our sites. The benefits from listening to our customers cannot be overstated. We will now be setting out challenging targets for 2017, and our training programme will support our staff to deliver precisely what our customers are looking for from BWML.’
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