Museum customer experience

Case study

The context

A world-renowned museum invests time and effort into staying close to its customers, allowing it to flex and adapt to changing conditions and expectations. Ongoing visitor research is needed to track shifts in trends and patterns.

What we did

Customer experience tracking with exit interviews spread throughout the year including at key holiday periods. Many areas of the experience are covered including subjects such as value for money, enjoyment, likelihood to recommend and memorable moments. Additional insight from the ALVA Visitor Experience Benchmarking study provide market benchmarks and context.

How it helped

Through regular, comparable results, the museum can remain agile in its offering, adjusting and adapting to ensure optimal customer satisfaction and repeat visits.

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