BLUEWATER WINS SMG WORLDWIDE AWARD

Landsec has announced that Service Management Group (SMG), who measure and analyse guest satisfaction across Landsec’s retail portfolio, has presented Bluewater with their ‘Top Partnership Insight’ award at their annual conference in Las Vegas.

The guest feedback initiative was acknowledged from SMG’s worldwide client base of 500 leading businesses, with only seven awards given in recognition of excellence in the delivery of a transformational guest experience.

Bluewater was recognised and praised for the following areas:

  • The level of the insight gained from the data
  • The quality of the actions taken on the back of the insight
  • The guest feedback results following the delivery of the changes that showed significant increases in guest satisfaction levels

Following a successful trial in 2013, SMG was appointed to provide Bluewater with tools and analysis to better understand guest feedback on events and the wider retailer experience.  In January last year, SMG’s remit was extended to a selection of the Landsec retail portfolio. The data is collected via an opt-in online survey.

David Wilkinson, Head of Marketing at Bluewater, said: “We are delighted to have received this award, which highlights the achievements of the team in ensuring our guest experience is truly world-class.”

Jeremy Michael, Managing Director from SMG also commented: “Bluewater’s focus on guest experience is a very innovative approach for a retail and leisure destination.  Analysing experiences is paramount to the success of Bluewater and the level of insight the team has gained, and the actions they have taken as a result to enhance the guest experience, has set the industry bar, making Bluewater a true market leader.”

SMG is one of a series of technology-based innovations introduced by Landsec.  In October, Landsec launched an online shopping portal trial for Bluewater.  Featuring over one million items from Bluewater’s retailers, the portal (www.bluewater.co.uk/shopping) provides guests with the opportunity to conduct research on particular products or product categories, seek alternatives and, ultimately, to purchase for delivery or collection at Bluewater.

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