We use a variety of measurement techniques and questionnaires ranging from written, web, phone and face-to-face interviews.

• We take on the responsibility of gathering and collating feedback information.
• When creating feedback forms and questionnaires we pay particular interest in following up any negative scores (those which fall beneath our benchmark).
• Our questionnaires always gives guests the opportunity to comment and we encourage them to do so on scores of 4 or below.
• As part of our drive for constant improvement we will always analyse scores which fall below our benchmark to see how they can be improved and in particular where they relate to presenters and content.

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