Case Study - Sustaining Competitive and Responsible Enterprises SCORE in South Africa’s Tourism Sector - Enhancing guest experience

Enhancing guest experience: Gaining customer feedback and using results

Evaluation | 06 February 2012

The Safari Lodge and Woodbury Lodge in the Amakhala Game Reserve in South Africa were facing problems integrating visitor feed back into their practices and thus improving their services. As they implemented Module 2 of the SCORE programme, Quality Management, they were able to developed new guest feedback forms and effectively improve the quality of their service.