The quality of service received at a venue is one of the most important aspects of the overall event experience for 83.5% of event organisers surveyed recently by the Victory Services Club (VSC).
More than three quarters (76%) of respondents said they would not re-visit a venue if they received bad service during the first visit.
Detailed knowledge of client events by venue staff was considered a major factor in determining the quality of service, with 60% of those surveyed saying this is the most important aspect of ‘good service’ at a venue.
Opinions on service levels are formed quickly too, with 61% stating that they base their decision on whether or not to book a venue on the first contact and staff attitude.
Organisers had no qualms about providing feedback on their experiences and opinions about service to venues either, with 97% stating that they would tell a venue if they received bad service.
"It is interesting to see how important service is to event organisers and serves as a reminder to venues that we must go beyond offering a quality physical product in terms of venue facilities," said Air Commodore Nigel Beet CBE, CEO of the VSC.
VSC recently conducted a round table on the topic of service with leading events industry figures and clients as part of its VSC110 campaign to mark its 110th anniversary. The key finding of the debate was that the ‘personal touch’ is at the heart of successful service, with participants agreeing that the positive attitude and human element of interaction is crucial to maintaining and improving service levels at events venues.
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