MICE inquiry handling
25/05/2017 By Matthew Petrie
BVA BDRC set out to measure the MICE (meetings, incentives, conferences, and exhibitions) sector in their inquiry handling abilities.
We targeted nine key convention cities in the US, selecting seven to eight hotels in each and posing as corporate organisations looking to book meeting and event space. Using our global assessment and measurement criteria, we graded the end-to-end customer experience.
Hotels and Cities Targeted:
Each hotel received a mixture of event inquiries throughout April 2015; two by telephone, one by email and one by web-submitted RFP. Telephone enquiries were assessed for:
- Connection
- Service Delivery
- Manner & Approach
- Selling Skills
- Customer Ease
- Follow-up -measuring the timeliness and quality of the response received, as well as whether any attempt to call was made.
Results have been consolidated at Brand and City level for comparison.
The full report is available to purchase from BVA BDRC Americas for USD 1,000 + TAX.
Three months’ access to the online portal containing individual reports that can be viewed online is available for a further USD 500 + TAX. This includes the proposals sent by the hotels to our mystery shoppers, as well as detailed breakdown of where points were gained or lost.
