Response Time: Aim to respond to customer inquiries promptly, typically within a specific timeframe, such as 24 hours or within one business day.
Resolution Rate: Strive to resolve customer complaints and issues effectively, aiming for a high resolution rate. This involves addressing concerns promptly and reaching mutually satisfactory resolutions.
Satisfaction Ratings: Measure customer satisfaction through surveys, reviews, or feedback mechanisms to understand how guests perceive their experiences at Alton Towers. The goal is to consistently meet or exceed customer expectations and improve satisfaction levels over time.
Wait Time Management: Aim to minimize waiting times for rides, attractions, and other key areas within the theme park. This involves efficient queue management, ride capacity optimization, and staff deployment strategies.
Safety and Security: Prioritize the safety and security of guests by establishing and adhering to stringent safety protocols and procedures. This covers both physical safety and cybersecurity measures.
On-Site Guest Support: Provide efficient and helpful guest support at various points within the theme park, such as information desks, ride queues, and customer service centers. Staff members aim to assist guests with queries, directions, and any challenges they may encounter.
Customer Engagement: Engage with customers on different channels, including social media, email, and phone calls, to enhance communication, build relationships, and address concerns.
Continuous Improvement: Regularly review and analyze customer feedback to identify areas for improvement and implement changes that enhance the overall guest experience.
These customer service targets align with Alton Towers' mission to provide an exceptional and memorable day out for visitors, fostering positive perceptions of the theme park and encouraging repeat business.
