“We have used tern’s mystery shopper program for 8 years. The information, suggestions and recommendations provide by Tern has helped us continuously improve our overall results year on year. The level of information has really helped us focus on our customer service and increase pitch nights.”
Established in 1901, the Camping and Caravanning Club is the world’s oldest and largest club for all forms of camping. Their aim is to help people enjoy the simple pleasures that camping can bring and they are proud to have over 600,000 members who agree with that notion.
C&CC have over 100 club sites set in some of the most picturesque locations, nearby to leading tourist destinations across the UK. They pride themselves on having friendly campsite managers and excellent facilities, so all their customer has to do is relax and make memories with their loved ones.
The Club is a not-for-profit organisation, which means that every penny spent with them is invested back into improving facilities and services for their members. C&CC love camping, caravanning and motor-homing and want to pass that passion onto their customers, whether they’re a seasoned camper or are trying it out for the first time.
We carry out 105 visits to sites nationwide on a yearly basis. Shoppers spend a minimum of 2 nights on site and provide a wealth of information with the programme being a blend of audit checks and mystery shopping. The survey is comprehensive; we report back on the entire process from booking the site (either by phone or online), to the arrival, facilities, friendliness of staff, local and site knowledge, right through to the departure and overall impression.
The C&CC pride themselves on being the “Friendly Club” and are always interested in anything that proves or disproves this!
We’ve been working with the C&CC since 2009 and they’ve seen an improvement in overall score from 78.6 to 92.82%. (From 78.6 in 2009 to 87.96 within 2 years, they hit the 90% threshold in 2013 with a yearly average of 92.05 and have remained consistently in the 90%s since).
Initially, The Welcome was their lowest performer and biggest focus (60.63% in 2009 now 93.45%).
