• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Customer service and satisfaction is one of the most important factors within maintaining a strong image in a working attraction such as Thorpe Park.

Extracts from this document...


´╗┐Aims and Objectives ?To become world leader in branded, location based entertainment? Customer service and satisfaction is one of the most important factors within maintaining a strong image in a working attraction such as Thorpe Park. If a customer is treated with respect upon arrival and is pleased with how an employee dealt with them (ranging from emergencies to questions regarding the attraction and its attractions) then there is a large chance that they will return due to the manners and courtesy the employee portrayed. For example customer service needs to be maintained to a high standard within the premises, such as when customers buy products such as food or souvenirs, if the catering skills are kept at high qualities then customers will in theory buy more food, the same principal lies for products. If more products are sold then the overall profit of the business is increased, raising success. Another objective example regarding customer service and satisfaction is if a visitor caught themselves up in an emergency and needed urgent help. Employees are responsible for carrying out specific procedures to give as much help to the visitor as possible; this is another way of gaining customer satisfaction. ...read more.


This is specific as it may be regarded as an objective for a certain target audience, firstly different methods will be used to attract new customers rather than previous customers, as attracting new customers is a harder task because they have never been previously satisfied by the park. Facilities such as access for the disabled also make this objective specific, the more facilities there are for a wide range of people, the happier the customer, resulting in an increase in revenue for the park. The level of customers can be measured via survey again, asking customers whether they would return to the park, or market research could be taken place ensuring that a high percentage of customers are visiting the attraction over a time period, which links with time-based. The data collected from surveys and market research can be compared to the previous year?s income, a conclusion can then be brought to say whether Thorpe Park are maintaining the success of their popular attraction. This then links on with the objective being attainable, which is definitely possible, if it wasn?t then the business would have failed years ago. Figures prove that this is possible with admission fees, which maybe compared to previous years, or even other major competitors, this way Thorpe Park can tell if they have achieved their goals or not. ...read more.


The business needs to update its literature every 12 months or so, this is due to the park creating many new advertisement ideas over time which must be modified regarding market research. Other competitors must take into consideration, if renewal of this literature isn?t made then competitors may take the light, this is an extremely important reason to update advertisement, showing the realism within objective setting within Thorpe Park. Advertisements should be modified yearly as stated, but also could be changed in shorter time periods, this ensures that attraction strategies are different to other competitors, and avoids fraud from other main competitors to copy your advertisement ideas if Thorpe Park were to be successful. Also if literature is updated on a regular basis, customers feel like that the organisation is making an effort for them, it shows a positive image which attracts customers as the park is being updated constantly including new facilities giving customers something to look forward to commencing their visit. If advertisement is maintained at a high standard, more visitors attend the attraction which leads to an increase in profit. This shows how important it is to set aims and objectives to ensure customers are receiving high quality service and are persuaded to revisit the zoo. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Structures, Objectives & External Influences section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Structures, Objectives & External Influences essays

  1. Outline key features of legislation and regulation on health and safety as applied to ...

    This can be done via contacting the Incident Contact Centre. The British American tobacco company also has their health and safety policies for the employers and employees. Here are some of the policies they have Health and Safety Policy BAT committed to conducting its activities with the health and safety

  2. Identifying the customer needs at marks and Spcner

    Primary research involves gathering information through interviews, questionnaires. The advantages of Primary research are that the information that is collated is up-to-date information on their specific target market. The information gathered meets the business requirements and it also helps in being able to determine the customer behaviour. The disadvantages of using primary research are that it can be

  1. Businesses choose the location for their business for many different reasons. Depending on the ...

    of ownership was for two main reasons, more capital than any other type of ownership and the limited liability. Comparing the type of ownership of the companies The similarities that both companies have are that they are both limited companies, this means 1.

  2. Free essay

    Market Research

    By doing this I will look into what makes a business strive into success, such as location, the competitors, products to be aimed at potential customers and whether there is actually a demand in the market for a well-known franchise as this.

  1. Departments and their roles within a business.

    * Events & sponsorships * Setting up loyalty cards to help increase customer satisfaction and market share. * Loyalty building programs * Monitoring competitors to help stay ahead of competition and avoid being dominated. * Re-marketing to customers. Almost all businesses have functional areas to help operate the business and keep it running smoothly.

  2. As a student at Challney High School for Boys, my task is to decide ...

    The owners are not personally liable for the firm's debts. The limited liability which comes with a Private limited company means that the owners only risk losing the amount of money which they invested in the company and nothing else.

  1. Investigating Business. Tesco PLC. I will be describing the aims and objectives of ...

    All six of their outlets are different formats of their stores, each of them is distinguished by the size and the range of products sold. ? A Tesco superstore is the basic store format for the company - These large supermarkets stock and sells all the groceries with a wide range of non-food products such as clothing, electrical etc.

  2. Applied Business. Investigating a business Preston Manor High School

    Preston manor is currently doing a campaign on recycling to promote it and encourage students to recycle[5]. Furthermore, the school has put recycling bin all over the school to encourage the students to recycle and make the environment healthier. This activity makes the objective ?Continue to improve the learning environment, site and facilities and eradicate litter? more achievable.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work