Go Ape! is an organisation that encourages and challenges people to seek adventure and fun in forest locations throughout the United Kingdom.
They have seven locations, with more on the way, each location offering a high wire course of activities at up to 60 feet above the forest floor.
Go Ape!’s business is built on the long-term health of the forest and the Company works closely with conservationists, arborialists and other specialists to ensure that our natural playground is protected.
The Business Requirement
Go Ape! have a strong commitment to customer service and satisfaction and embarked on a strategic business initiative to try to gain feedback from all persons that experienced the Go Ape! offering - estimated 200,000 for 2006/2007. The Company embarked on a rigorous selection process to identify a technology partner that could provide an appropriate solution - but a partner that also shared their passion for quality and an ethical approach to business.
The Sigmer Solution
Sigmer's extensive experience of the design, development and execution of on-line surveys allowed them to rapidly provide Go Ape! with a prototype survey based on our online survey software. Data exported from Go Ape!’s booking and CRM system was easily integrated intothe software.
Sigmer's online survey software provides, as standard, extensive features for the monitoring of the progress of surveys and for the analysis of response data - and an attraction for Go Ape! was the software's ability to generate time-series response data for the monitoring of trends.
Sigmer has strong standards in respect of the operation and management of electronic communications and has developed specific techniques to avoid creating ‘Spam’ situations. As a result, Sigmer customers successfully issue more than 12,000 items per month in a responsible and acceptable manner. Go Ape! were provided with such guidance together with advice on the strategies and design of successful on-line surveys.
The Result
Several pilot surveys have now taken place achieving an outstanding response-rate of 50%. Go Ape! is receiving excellent feedback from their customers and are able to input that knowledge into their business improvement programmes. A production process has been developed to allow routine execution of surveys using the latest customer information and customers can be surveyed quickly after their Go Ape! experience, enabling the Company to benefit from the feedback with the minimum of delay.
Marcus Falconer, Marketing Manager, Go Ape! High Wire Forest Adventure:
“Sigmer's online survey software lets us manage and maintain everything ourselves. It is extremely intuitive so you require very little, if any, support. There is a small element of product training for people setting up the questionnaires, but maintenance is virtually zero and the overall cost of ownership is minimal. Real-time feedback of customer’s responses and continuously updated statistical information, allowing benchmarks to be monitored, is a major winner for our business.”
