User Rating: 1 / 5

Star ActiveStar InactiveStar InactiveStar InactiveStar Inactive
 

Berth holder survey/questionnaire

Written by John Barbanas.

 

Do you get feedback from your customers about your business?  Well, you must.  Getting feedback from them will help you identify problems and opportunities, improve your services, understand relationships and add to overall business growth.

And if you use a web-based survey system you can get advantage of the power of the internet to achive results in a much more cost effective and less time consuming way.

 

The idea is simple: find out what your marine customers are thinking about your marina/boatyard before they share it with the world. 

Then use this feedback to improve service that will increase the levels of recommendation and referral (positive word-of-mouth).  We all know the importance of positive word-of-mouth among boaters.  Having a feedback mechanism in place to capture customer's ratings, comments and suggestions, will allow you to to probe the areas that matter most and identify strengths and weaknesses.

 

There are many ways to collect feedback from boaters.  One is to ask them directly.  But this process will take something like forever, especially if your marina/boatyard exceeds 100 berths. 

You can have a guestbook at the marina reception where customers can write their comments.  I saw a lot of guestbooks like this in the past in marinas and boatyards that are our customers.  Unfortunately, in the 99% of the cases, this feedback cannot be useful for your business because it lacks structure and doesn't have a decent response rate.

You can do it with paper questionnaires that can be distributed during check-in, or, even better, just before departure. In the second case make sure your survey is short because you do not want to delay your customer too long.

And you can do it via an online survey that can be access via your web site: an excellent contribution to environemental-friendly business practices. Your customers can respond to your questionnaire, electronically via your web site at any time of their stay. 

Last but not least, if you have a system like Successful Marine Management System, the feedback of your Customers can be collected automatically every time they check out, or make use of a service while their impressions are fresh!

 

Ask the right questions

When you try to figure out what questions to ask your customers about the services you provide to them, please keep in mind the rule of thumb that "Less is More".  Do not overwhelm them with a lot of questions: ask them what is absolute essential and only what will help you determine the level of their satisfaction and give you an idea of what needs improvement.

AHere are some key questions that a berth holder questionnaire should include:

  1. How satisfied are you with your overall experience at our marina? This is a straightforward question that can provide a good starting point for your survey. By asking boaters to rate their overall satisfaction, you can get a general sense of how well your marina is meeting their needs.

  2. How would you rate the quality of our facilities (restrooms, showers, laundry, etc.)? This question can help you pinpoint specific areas that may need attention. By asking about individual facilities, you can identify any maintenance issues or improvements that could be made to enhance the boater experience.

  3. Have you had any issues with noise or disturbances during your stay? This question is important for understanding whether there are any factors that could be negatively impacting the enjoyment of your berth holders. If noise is a recurring issue, for example, you may need to take steps to address it.

  4. How easy was it to make a reservation at our marina? This question can help you identify any potential barriers to boaters choosing to stay at your marina. If the reservation process is difficult or confusing, boaters may be less likely to return in the future.

  5. Would you recommend our marina to other boaters? This is a key question for understanding overall satisfaction and potential for growth. If boaters are willing to recommend your marina to others, this can be a strong indicator that you are doing something right.

By asking these questions (and others that may be relevant to your marina), you can gain valuable insights into what your berth holders are looking for and how you can improve their experience. Use this feedback to make changes and enhancements that will help your marina stand out as a top choice for boaters.

 

Once you receive feedback from boaters through a questionnaire, you can take several actions to use that feedback to improve the experience of your berth holders. Here are a few ways you can use the feedback:

  1. Address any issues or concerns: If the feedback reveals any issues or concerns that boaters have experienced, take action to address them. This could include making repairs, improving facilities, or changing procedures to better meet the needs of your berth holders.

  2. Use feedback to make informed decisions: The feedback you receive can be used to inform decisions about how to allocate resources and improve the overall boater experience. For example, if a common complaint is the lack of parking, you may choose to add additional parking spaces.

  3. Identify trends and patterns: By analyzing the feedback, you may be able to identify trends or patterns that could inform broader changes or initiatives. For example, if several boaters mention the need for more social events, you could plan to organize more events to build a stronger sense of community among your berth holders.

  4. Celebrate successes: If you receive positive feedback, celebrate those successes and share them with your team. This can be a great morale boost and can help reinforce the positive aspects of your marina that are resonating with your berth holders.

 

Your comments or feedback about the ideas illustrated above is always welcome!