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March 2011
The Visitor Satisfaction Program has been a great success and we’re continuously looking for ways to improve our program and add value to our Operators. The Visitor Satisfaction Program is excited to announce these new enhancements for 2011:
- Social Media Application
- Survey Response Summaries
- Customer Alerts – Wow’s and Rescues
Social Media Application 
You work hard at your business to deliver a great experience. Now, let your satisfied customers spread the good word to all their friends and family members! Social media is the new “word of mouth” and can be an effective marketing tool for you. We’ve integrated a social media referral process into our program so that your loyal customers can share their great stories. Here’s how it works:
- The VSP survey identifies the customers that were satisfied with their visit and intend to recommend your services to others
- These loyal “advocates” are given the choice to write a personalized recommendation specifically about your business. Only satisfied customers are asked to provide a recommendation!
- In one easy step, your advocates will send their recommendation to all of their friends on Facebook, Twitter, and via Email.
It’s that simple! Approximately 1 in every 5 satisfied customers will share their recommendations and the average Facebook user has 180 people in their social network. Join the VSP and spread the good word about your business!
Customer Survey Summaries
We’ve made it even easier to review feedback from your customers. Each time a customer completes the feedback survey, you’ll receive an email with a 1 page summary. This new feature will simplify the steps needed to review customer scores and comments. Of course, you will continue to have access to the robust online reporting site; however this is a quick and easy way to review feedback and provide the best experience possible to the next customer.
June 28, 2010
Participant Update
The 2010 Summer Season is on the horizon and we are excited and looking forward to it. As an update, there has been a shift in the Administration of the Visitor Satisfaction Program. Earlier this year, as a result of an internal review, the Atlantic Canada Tourism Grading Authority (ACTGA) recommended administration of the program switch to the larger body of the Atlantic Canada Tourism Industry Caucus who has the reach and distribution channels to connect with industry to effectively communicate the program.
 The VSP will be under the supervision of Tourism Industry Association of New Brunswick (TIANB). These exciting changes will allow for a strong sales and recruitment component to be incorporated into the Atlantic Canada Visitor Satisfaction Program to encourage participation at the industry level. There will be changes in the look and feel of the invitation cards, certificates and surveying site. There will also be changes in the flow of the surveying questions. However, there won’t be any breaks or cut-offs in the program. We will ship soon the new invitation cards to you.
You will receive a confirmation email when these cards are shipped and a follow up call a week after they are sent.
We hope that this will be a great and successful season for everyone and the program.
Best Regards,
Your Visitor Satisfaction Program team
June 15. 2010
Atlantic Canada Tourism Industry Association Caucus Visitor Satisfaction Program for Accommodation Operators in Atlantic Canada
The importance of quality and a "quality experience" have become synonymous when speaking of a vacation and or travelling experience. Discussions among industry operators and government representatives from across the Atlantic region continuously identify the need for there to be a way to "measure" the quality of an experience be it at an accommodation, attraction or restaurant.
In keeping with consumer expectations of having a "quality experience" The Atlantic Canada Tourism Grading Authority partnered with the Departments of Tourism of Nova Scotia, Prince Edward Island, New Brunswick and Newfoundland/ Labrador to develop a Business Development/Visitor Satisfaction program for fixed roof and campground accommodations in Atlantic Canada, recently, as a result of internal review ACTGA determined that there was need for more mass to drive results. It was determined that the Tourism Industry Associations had the reach and distribution to connect with Industry to properly communicate the program and that the information gathered can have a pivotal role in developing and delivering training to operators based on the macro feedback collected. The Atlantic Tourism Industry Association Caucus will work with government and industry partners to execute and oversee the visitor satisfaction program that will benefit visitors and accommodation operators.
The program allows individuals to rate their experience at accommodations throughout Atlantic Canada & operators to learn more about their individual strengths and weaknesses, what was important to the guest in choosing the particular accommodation and what influenced their decision-making.
Since the program was launched in August 2008 there have been over 160 operators participate from across the region and almost 6000 online surveys completed and operator feedback provided.
2. Scope and Overview of Project:
To capitalize on the lessons learned in the first eighteen months that the program operated it is recognized that not only does the program provide information on the quality of the experience that is being delivered to visitors and consumers; the business development that each operator has had the opportunity to learn from is significant.
The goal of the 3-year program will have a minimum of 300 properties participate in the program in year 1; 450 properties in year 2; and 650 properties in year 3. The program will be funded by Tourism Atlantic / ACOA, each participating Department of Tourism and program participants through their participation fee. Empathica will deliver the online portion of the program and continue to work with the Program Coordinator to develop and administer the required standard operating procedures for the program and its participants and provide reporting information.
About Empathica:
Empathica provides Customer Experience Management programs to more than 200 of the world’s leading brands, ranging from multi-unit retailers, to banks and restaurants. Its rich analysis of survey data using state-of-the-art surveying and dashboard reporting software allows for performance-improvement solutions, evidence-based marketing insights, and customer experience management consulting. Annually, Empathica’s 30 million customer surveys in 17 languages reach more than 70,000 locations. A privately-held organization, Empathica is headquartered in Mississauga, Ontario, Canada.
For additional information contact:
Tourism Industry Association of New Brunswick
Project Coordinator
Atlantic Visitor Satisfaction Program
P 1.800.668.5313
info@tianb.com
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