In order to reduce guests experiencing “survey fatigue,” Avius took onsite guest feedback and converted it into a digital format, focusing on kiosks and tablets rather than paper and clipboards. In this conversation, Ben shares that guests who are unwilling to sit and take a 20 question survey are actually more likely to take 40 or more micro surveys, with just 2-3 questions each. We discuss how this applies to measuring more specific areas of guest experience, such as restroom cleanliness, where the data is accurate, timely, and immediately actionable. In 2020, when the attractions industry focused on minimizing touchpoints, Avius was able to pivot to offer contactless options for their survey kiosks while still collecting the critical data that operators needed to run their business. Additionally, Ben stresses the importance of practicing what you preach, so his guest experience mindset is just as prevalent with his internal team as it is with Avius clients and the guests that they serve. Lastly, Ben shares his philosophy that you should never be afraid to listen to your guests, because their feedback is a vital part of your success.
