The Whole Guest Journey

One guest, one visit, assessed from the moment the first enquiry is sent to the moment the memory of it settles. Nobody at the establishment is told, before or during, and the visit is paid for at your ordinary rate.

It is the complete account, and it is the only one of the five that shows you the joins. Most of what goes wrong at a good establishment goes wrong between two parts of it that are each performing perfectly well — and a product that assesses one part cannot, by construction, see that.

The four shorter products are each a part of this one, offered separately for establishments that would rather begin with a single part of the visit than with all of it.

• Establishments that already believe they are good, and want to know where that belief is accurate and where it is inherited.
• Owners and general managers who receive plenty of praise and very little detail.
• Groups preparing to standardise across more than one property, who need a single account written to the same standard at each.

• A written account of one guest journey, in plain language, delivered to you and to nobody else.
• You learn what a guest met at each moment of the visit, in the order they met it, and where the line between one part of your establishment and the next held or gave way.
• You learn what a guest still remembered seventy-two hours later, unprompted, and what had already gone.
• A conversation with our team to take you through it, and to answer whatever it raised.