January 2007
VisitScotland BTUCustomer Satisfaction
VisitScotland BTUCustomer Satisfaction
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Background & ObjectivesBackground & Objectives• An update of the study conducted in 2005 and 2004 providing comparative data
• This presentation focuses on the 2006 findings, drawing comparisons with 2005 and 2004 data where relevant
• To track customer satisfaction levels by measuring;
• Overall satisfaction
• Satisfaction with specific aspects
• Current perceptions of Scotland as a destination
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Method & SampleMethod & Sample• 250 x 12-20 minute telephone interviews between November and December 2006
• Interviewing conducting by BDRC Group’s telephone unit, Perspective MR
• Questionnaire similar to 2005, with modifications to reflect VSBTU’s current needs
NUMBER OF INTERVIEWS
250
175
75
2006
249
173
76
2005
105
64
41
2005
134
88
46
2004
150
101
47
2004
144
109
35
2005 200420062006
284118132Total
1897897Enquirers
934035Bookers
TotalIntermediaryDirect
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Methodological IssuesMethodological Issues• Sample sourced from VSBTU’s database.
• In all, interviews were completed with:
• 169 organisations who had contacted the BTU
• 81 organisations which had been contacted by the BTU
• Results are sufficiently similar to allow us to present a composite view of all 250 respondents. Those who contacted the BTU were generally more positive in their views and more likely to recommend/book events in Scotland.
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Profile Comparisons
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Profile Comparison: OverviewProfile Comparison: Overview
Base: All respondents 2006 (n = 250), 2005 (n = 249), 2004 (n = 284)
31
39
16
14
70
30
47
53
2006
3126Intermediary EnquirersLower proportion of
Direct Enquirers vs 20053644Direct Enquirers
1616Intermediary BookersConstantvs 2005
1714Direct Bookers
6769Total EnquirersSimilar proportions
vs 20053331Total Bookers
4742IntermediaryLower proportion of
Direct vs 20055358Direct
20042005%
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Profile Comparison: GenderProfile Comparison: Gender
29
24
35
33
27
71
76
65
67
73
Male Female
Total(n = 250)
Direct(n = 132)
Intermediary(n = 118)
Bookers(n = 75)
Enquirers(n = 175)
FEMALE2005
FEMALE2004
68 70
78 74
55 66
64 73
70 68
%
• Skew towards females in the sample stable and consistent with the industry environment
• Skew towards females in the sample stable and consistent with the industry environment
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Profile Comparison: Number of business events planned each yearProfile Comparison: Number of business events planned each year
85
47
125
95
81
MEAN2005
MEAN2004
86 67
56 47
126 89
108 86
76 58
MEAN NUMBER OF EVENTS COMPANY PLAN ANNUALLY
Total(n = 250)
Direct(n = 132)
Intermediary(n = 118)
Bookers(n = 75)
Enquirers(n = 175)
=
=
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Profile Comparison: Number of business events planned each yearProfile Comparison: Number of business events planned each year
59
33
89
78
51
MEAN NUMBER OF EVENTS PERSONALLY PLAN ANNUALLY
Total(n = 250)
Direct(n = 132)
Intermediary(n = 118)
Bookers(n = 75)
Enquirers(n = 175)
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Profile Comparison: Number of delegates on last enquiryProfile Comparison: Number of delegates on last enquiry
154
158
150
173
144
MEAN2005
MEAN2004
137 151
151 167
118 132
128 188
141 130
MEAN NUMBER OF DELEGATES
Total(n = 250)
Direct(n = 132)
Intermediary(n = 118)
Bookers(n = 75)
Enquirers(n = 175)
=
=
• Mean numbers of events has remained stable, but …• Mean number of delegates has increased year-on-year
• Mean numbers of events has remained stable, but …• Mean number of delegates has increased year-on-year
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Current Usage of BTU
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Length of Relationship with BTU: 2006 vs 2005Length of Relationship with BTU: 2006 vs 2005
Base: All those who were contacted by BTU 2006 (n = 81)All those who contacted BTU 2006 (n = 169)
26
16
16
5
7
15
15
27
11
11
4
10
6
31
25
18
19
5
6
20
7
2005
28Less than 1 yr
From 1 & up to 2 yrs
From 2 & up to 3 yrs
From 3 & up to 4 yrs
From 4 & up to 5 yrs
Over 5 yrs
Don’t know
30
10
6
7
10
9
%
All BTU contacted client All client contacted BTUComposite Sample
• Organisations that contacted BTU have a longer relationship than those contacted by the BTU
• Organisations that contacted BTU have a longer relationship than those contacted by the BTU
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Length of Relationship with BTU: Bookers vs EnquirersLength of Relationship with BTU: Bookers vs Enquirers
26 1929 28
13
35
1616
1630
39
2616 28 11
1011
105
55
6 85
75
8
7 9 61519
14
10 16 815 8
189 4 12
2006 2005
Less than 1 yr
From 1 & up to 2 yrs
From 2 & up to 3 yrs
From 3 & up to 4 yrs
From 4 & up to 5 yrs
Over 5 yrs
Don’t know
Total(n = 250)
Bookers(n = 75)
Enquirers(n = 175)
Total(n = 249)
Bookers(n = 76)
Enquirers(n = 173)
%
• The 2006 sample have a more established relationship with BTU than those in the 2005 sample
• The 2006 sample have a more established relationship with BTU than those in the 2005 sample
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Frequency of Use in last 12 months: Bookers vsEnquirersFrequency of Use in last 12 months: Bookers vsEnquirers
2415
27 2211
27
34
33
3531
33
30
1517
14
1217
10
1116
9
6 11 4
4 5 3
513
1
13 13 1324
1628
Once
2-3 times
4-5 times
6-10 times
10+ times
Don’t know
Total(n = 250)
Bookers(n = 75)
Enquirers(n = 175)
Total(n = 249)
Bookers(n = 76)
Enquirers(n = 173)
3.5 4.2 3.2 3.4 4.9 2.7
3.4 4.2 2.9
%
• Mix of one-off enquiries and more regular contact• Bookers have more regular contact with the BTU than Enquirers• Overall frequency of use has remained stable since 2004
• Mix of one-off enquiries and more regular contact• Bookers have more regular contact with the BTU than Enquirers• Overall frequency of use has remained stable since 2004
MEAN 2005
MEAN 2004MEAN 2006
2006 2005
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Length of Relationship with BTU: Direct vs IntermediaryLength of Relationship with BTU: Direct vs Intermediary
26 3317
28 29 27
1613
19
3036
22
16 1419
105
175 2 8
6 3 97 7 8
7 6 815 19 1910 6
1515 12 10 9 143
2006 2005
Less than 1 yr
From 1 & up to 2 yrs
From 2 & up to 3 yrs
From 3 & up to 4 yrs
From 4 & up to 5 yrs
Over 5 yrs
Don’t know
Total(n = 250)
Direct(n = 132)
Intermediary(n = 118)
Total(n = 249)
Direct(n = 144)
Intermediary(n = 105)
%
• Length of relationship with BTU among Direct customers more polarised than among Intermediaries
• 2006 Direct sample more polarised in length of relationship compared to 2005
• Length of relationship with BTU among Direct customers more polarised than among Intermediaries
• 2006 Direct sample more polarised in length of relationship compared to 2005
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Frequency of Use in last 12 months: Direct vs IntermediaryFrequency of Use in last 12 months: Direct vs Intermediary
2432
1422 22 22
3431
3831 28
35
1514
16 12 1213
11 814
63
10
4 2 5
53
7
13 14 1224
32
13
Once
2-3 times
4-5 times
6-10 times
10+ times
Don’t know
Total(n = 250)
Direct(n = 132)
Intermediary(n = 118)
Total(n = 249)
Direct(n = 144)
Intermediary(n = 105)
3.5 3.0 4.0 3.4 3.1 3.7
3.4 2.8 4.0
%
• Mix of one-off enquiries and more regular contact• Overall frequency of use has remained stable since 2004
• Mix of one-off enquiries and more regular contact• Overall frequency of use has remained stable since 2004
MEAN 2005
MEAN 2004MEAN 2006
2006 2005
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Events booked following contact with BTUEvents booked following contact with BTU
30
7
41
31
33
70
93
59
69
67
Event booked Event not booked
2005
2004
2006All BTU contact client
(n = 81)
All client contacted BTU(n = 169)
All client contacted BTU(n = 249)
All client contacted BTU(n = 284)
13235+ times
44492-5 times
3516Once
Not BookedBookedContacted BTU
5245+ times
40502-5 times
2711Once
Not BookedBooked
9225+ times
48502-5 times
3619Once
Not BookedBooked
%
• Customers with more regular contact showed higher propensity to book• Customers with more regular contact showed higher propensity to book
Composite Sample(n = 250)
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Frequency of Booking Business Events in last 12 monthsFrequency of Booking Business Events in last 12 months
35
69
6
3243
22
18
9
25
2417
29
12
3
19
11 615
10
6
14
5 6 5
1222
169
22
13 13 14 1020
7
Once
2-3 times
4-5 times
6-10 times
10+ times
Don’t know
Total(n = 68)
Direct(n = 32)
Intermediary(n = 36)
Total(n = 76)
Direct(n = 35)
Intermediary(n = 41)
%
Base: All those who have booked an event 2006 (n = 75); 7 not asked question
• On average four events were booked in the last year, consistent with that recorded in 2005 • On average 85 events are planned a year with Scotland only having an average 4 events, thus huge potential
exists• To maximise this potential, Scotland needs to be kept top of mind with constant reminders• Intermediaries book more events in Scotland than direct contacts, as seen previously…• And the frequency with which Intermediaries booked events in the last 12 months is higher than that recorded in
2005 and 2004, whilst Direct bookings in the last 12 months has fallen year-on-year
• On average four events were booked in the last year, consistent with that recorded in 2005 • On average 85 events are planned a year with Scotland only having an average 4 events, thus huge potential
exists• To maximise this potential, Scotland needs to be kept top of mind with constant reminders• Intermediaries book more events in Scotland than direct contacts, as seen previously…• And the frequency with which Intermediaries booked events in the last 12 months is higher than that recorded in
2005 and 2004, whilst Direct bookings in the last 12 months has fallen year-on-year
4.3 3.3 5.1
5.0 4.1 5.9
4.1 1.8 6.2 MEAN 2005
MEAN 2004
MEAN 2006
2006 2005
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Overall influence of BTU in decision to book: 2006Overall influence of BTU in decision to book: 2006
• Approximately a quarter (24%) of bookers felt that the BTU were very influential in their decision to book
• Decision to book likely to be owing to a multitude of factors e.g. budget, capacity, availability, BTU needs to ensure wherever possible that it is able to communicate and meet the requirements of potential bookers in each of these key areas
• Approximately a quarter (24%) of bookers felt that the BTU were very influential in their decision to book
• Decision to book likely to be owing to a multitude of factors e.g. budget, capacity, availability, BTU needs to ensure wherever possible that it is able to communicate and meet the requirements of potential bookers in each of these key areas
24 31 45TOTAL 5.8
%
Base: All those who have booked a business event in Scotland, excluding don’t know ratings (n = 49)
Very influential Quite influential Not Very/Not at all influential
NOTE: Low base size (n = 49)NOTE: Low base size (n = 49)
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Satisfaction with
Events Held in Scotland
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Satisfaction with TransportationSatisfaction with Transportation
• Ease of getting to and travelling around Scotland scores well, peace of mind for VisitScotland since this is an aspect over which they have little control
• Promotion of Scotland as an accessible area needs to be translated into actual experience so as not to fall short of expectations
• Ease of getting to and travelling around Scotland scores well, peace of mind for VisitScotland since this is an aspect over which they have little control
• Promotion of Scotland as an accessible area needs to be translated into actual experience so as not to fall short of expectations
Ease of getting to Scotland
Ease of getting around Scotland
7.5
7.6
8.2
7.3
7.3
7.9
%
Base: All those whose event has already taken place 2006 (n = 37)
NOTE: Low base size (n = 37)NOTE: Low base size (n = 37)
Mean 2006 Mean 2005 Mean 2004
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Satisfaction with AccommodationSatisfaction with Accommodation
• Lower mean scores for each aspect of accommodation compared to 2005 and 2004• High expectations surrounding accommodation, potential for this to be the ‘make or mar’
of the experience
• Lower mean scores for each aspect of accommodation compared to 2005 and 2004• High expectations surrounding accommodation, potential for this to be the ‘make or mar’
of the experience
Quality of accommodation
Capacity of accommodation
Catering at accommodation
7.6
8.1
8.2
7.4
8.1
8.1
7.3
8.2
7.5
8.3
8.1
8.0
Helpfulness of staff at hotels
% NOTE: Low base size (n = 37)NOTE: Low base size (n = 37)
Base: All those whose event has already taken place 2006 (n = 37)
Mean 2006 Mean 2005 Mean 2004
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Satisfaction with VenuesSatisfaction with Venues
Quality of venues
Capacity of venues
Catering at venues
7.68.28.2
7.5
8.27.5
8.17.77.8
8.48.2
7.47.6
7.4
8.0
Helpfulness of staff at venues
Technical support at
venues
% NOTE: Low base size (n = 37)NOTE: Low base size (n = 37)
Base: All those whose event has already taken place 2006 (n = 37)
• Lower mean scores for each aspect of the venues rating compared to 2005 and 2004• Again there will be high expectations surrounding the venue itself, important that the
venues in Scotland meet the standards seen elsewhere in the UK
• Lower mean scores for each aspect of the venues rating compared to 2005 and 2004• Again there will be high expectations surrounding the venue itself, important that the
venues in Scotland meet the standards seen elsewhere in the UK
Mean 2006 Mean 2005 Mean 2004
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Satisfaction with Other FeaturesSatisfaction with Other Features
Incentive programme
activities
Quality team building activities
Service provided by Scottish-based PCO
or DMC
8.2
7.8
8.3
8.1
7.8
8.3
8.6
8.9
8.6
7.7
7.7
7.6
Value for money
% NOTE: Low base size (n = 37)NOTE: Low base size (n = 37)
Base: All those whose event has already taken place 2006 (n = 37)
Mean 2006 Mean 2005 Mean 2004
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Overall Satisfaction with EventOverall Satisfaction with Event
• Satisfaction levels are very high and have been maintained year-on-year, although the proportion overall very satisfied remains below those recorded in 2004
• Satisfaction levels are very high and have been maintained year-on-year, although the proportion overall very satisfied remains below those recorded in 2004
76
75
82
71
71
86
80
79
75
19
21
18
24
29
14
15
14
25
5
6
5
4
7
TOTAL
DIRECT
INTERMEDIARY
2006
2005
2004
2006
2005
2004
2006
2005
2004
8.1
8.3
8.4
MEAN
7.8
8.2
8.6
8.4
8.4
8.2
% NOTE: Low base size (n = 37)NOTE: Low base size (n = 37)
Base: All those whose event has already taken place 2006 (n = 37)
Very satisfied Quite satisfied Not Very/Not at all satisfied Don’t know
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Facilities, Services & Entertainment: Suggested ImprovementsFacilities, Services & Entertainment: Suggested Improvements
No improvements needed/satisfied with what they are doing
Wider selection of venues (size and type)
8
3
3
3
3
14
65
Improve staff/better staff training
Base: All those whose event has already taken place 2006 (n = 37)
Improve catering
Improve access to Scotland
Other
Don’t Know
%
Always provide us with well trained professional
staff in every venue
Getting to and from Scotland from more remote
areas of the UK is quite difficult in some cases
Provide bigger hotels and bigger venues, because if
you have a big group it can be very difficult
Be varied, at the moment we have made a booking
for people who want a country house instead of a hotel, so if they could have a wide selection of options
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Likelihood to Re-useLikelihood to Recommend
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Likelihood of Considering Scotland: Bookers vsEnquirersLikelihood of Considering Scotland: Bookers vsEnquirers
• 73% were likely to consider Scotland when planning business events in the future, with 8 out of 10 bookers likely to do so
• 2 in 10 enquirers were unlikely to consider Scotland ~ exploring why could further understanding of barriers
• 73% were likely to consider Scotland when planning business events in the future, with 8 out of 10 bookers likely to do so
• 2 in 10 enquirers were unlikely to consider Scotland ~ exploring why could further understanding of barriers
55
65
52
18
17
18
17
7
22
9
11
9
TOTAL
BOOKERS
ENQUIRERS
2006
2006
2006
7.6
MEAN
Extremely likely Quite likely Unlikely/not at all likely Don’t know
8.5
7.3
%
Base: Total 2006 (n = 250): Bookers (n = 75); Enquirers (n = 175)
LIKELIHOOD OF CONSIDERING WHEN PLANNING FUTURE EVENTS
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Likelihood of Considering Scotland: Direct vs IntermediaryLikelihood of Considering Scotland: Direct vs Intermediary
• Intermediaries demonstrate greater likelihood of considering Scotland in the future than Direct BTU users
• Intermediaries demonstrate greater likelihood of considering Scotland in the future than Direct BTU users
55
48
65
18
20
14
17
23
11
9
9
9
TOTAL
DIRECT
INTERMEDIARY
2006
2006
2006
7.6
MEAN
7.1
8.3
%
Base: Total 2006 (n = 250): Direct (n = 132); Intermediary (n = 118)
Extremely likely Quite likely Unlikely/not at all likely Don’t know
LIKELIHOOD OF CONSIDERING WHEN PLANNING FUTURE EVENTS
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Likelihood of Booking Events in Scotland: Bookers vs EnquirersLikelihood of Booking Events in Scotland: Bookers vs Enquirers
• Bookers more likely to book business events in Scotland in the next 12 months ~ suggestion of loyalty to brand?
• Bookers more likely to book business events in Scotland in the next 12 months ~ suggestion of loyalty to brand?
48
67
39
8
7
8
33
17
40
12
9
13
TOTAL
BOOKERS
ENQUIRERS
2006
2006
2006
6.7
MEAN
8.1
6.0
%
Base: Total 2006 (n = 250): Bookers (n = 75); Enquirers (n = 175)
Extremely likely Quite likely Unlikely/not at all likely Don’t know
LIKELIHOOD OF BOOKING BUSINESS EVENTS IN SCOTLAND IN NEXT 12 MONTHS
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Likelihood of Booking Events in Scotland: Direct vs IntermediaryLikelihood of Booking Events in Scotland: Direct vs Intermediary
• Intermediaries demonstrate greater likelihood of booking events in Scotland in the next 12 months than Direct BTU users
• Intermediaries demonstrate greater likelihood of booking events in Scotland in the next 12 months than Direct BTU users
48
38
58
8
6
9
33
45
20
12
11
13
TOTAL
DIRECT
INTERMEDIARY
2006
2006
2006
6.7
MEAN
5.8
7.7
%
Base: Total 2006 (n = 250): Direct (n = 132); Intermediary (n = 118)
Extremely likely Quite likely Unlikely/not at all likely Don’t know
LIKELIHOOD OF BOOKING BUSINESS EVENTS IN SCOTLAND IN NEXT 12 MONTHS
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Perceptions of Scotland
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Perceptions Of ScotlandPerceptions Of Scotland
• Scotland is strongly associated with dramatic landscapes and welcoming people• It is also recognised as a place with unique venues ~ an important differentiator• However, less evident is its innovation and technological capabilities • Scotland as a place that is easy to get to also receives lower ratings, although this is
perception rather than experience. Promoting the range of fast/direct transport links to Scotland will help to address this perception
• Scotland is strongly associated with dramatic landscapes and welcoming people• It is also recognised as a place with unique venues ~ an important differentiator• However, less evident is its innovation and technological capabilities • Scotland as a place that is easy to get to also receives lower ratings, although this is
perception rather than experience. Promoting the range of fast/direct transport links to Scotland will help to address this perception
Scotland has dramatic landscapes
Scotland has warm & welcoming people
Scotland has unique venues
Scotland has the best golf in the world
Scotland is easy to get to
Scotland has a tradition of innovation
9.1
8.4
8.2
7.9
7.7
7.2
7.1
7.0
6.4
Scotland takes good care of its natural environment
Scotland has a thriving economy & strong business community
Scotland is at the leading edge of technology
9.2 9.3
MEAN2005
MEAN2004
8.3 8.5
8.2 8.2
7.7 7.6
7.3 7.5
6.9 7.0
Base: All respondents 2006 (n = 250), 2005 ( n= 249), 2004 (n = 284)
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Perceptions Of Scotland: Bookers vs Enquirers; Direct vs IntermediaryPerceptions Of Scotland: Bookers vs Enquirers; Direct vs Intermediary
9.1
8.5
8.4
7.8
7.6
7.2
7.4
7.3
6.7
9.2
8.3
8.1
8.0
7.8
7.2
6.9
6.9
6.3
Scotland has dramatic landscapes
Bookers Enquirers
Scotland has warm & welcoming people
Scotland has unique venues
Scotland takes good careof its natural environment
Scotland has the best golf in the world
Scotland has a thriving economy& strong business community
Scotland is easy to get to
Scotland has a tradition of innovation
Scotland is at the leading edge of technology
Bookers vs Enquirers Direct vs Intermediary
Direct Intermediary
9.2
8.3
8.1
8.0
7.7
7.2
7.1
6.9
6.4
9.1
8.5
8.3
7.8
7.7
7.3
7.0
7.1
6.4
Base: Total 2006 (n = 250): Bookers (n = 75); Enquirers (n = 175); Direct (n = 132); Intermediary (n = 118)
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Drivers of Satisfaction
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Correlation analysis - Introduction (1)Correlation analysis - Introduction (1)• BDRC’s statistical consultants have calculated the correlation between each rating scale
on the survey and
• Satisfaction with event in Scotland
• Likelihood of using Scotland for future events
• These correlation factors measure importance of each rating scale
• The next charts show how closely these rating scales correlate with relevant KPIs
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Extent to Which Factors Drive Overall Satisfaction withEvent in ScotlandExtent to Which Factors Drive Overall Satisfaction withEvent in Scotland
• Three of the top four focus on venues• Accommodation and activities are of middling importance• Travel issues are far down the list
• Three of the top four focus on venues• Accommodation and activities are of middling importance• Travel issues are far down the list
Red bars are significant at 95%Regression : Correlation Scores (max = 1)
0.800.75
0.740.60
0.480.43
0.400.380.37
0.360.35
0.310.27
0.19-0.03
Quality of team-building activities
Helpfulness of staff at conference venues
Quality of conference venues
Technical support at conference venues
Value for Money
Capacity of accommodation
Quality of accommodation
Catering at conference venues
Quality of incentive programme activities
Catering at accommodation
Ease of travelling around Scotland
Helpfulness of staff at the hotel (s)
Ease of getting to Scotland
Capacity of conference venues
Service provided by PCO / DMC
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Extent to Which Factors Drive Likelihood of Using Scotlandfor Future EventsExtent to Which Factors Drive Likelihood of Using Scotlandfor Future Events
• While there was some diversity of importance, none of the importance scores was significant, implying that there may be a good degree of volatility in these responses.
• While there was some diversity of importance, none of the importance scores was significant, implying that there may be a good degree of volatility in these responses.
Red bars are significant at 95%Regression : Correlation Scores (max = 1)
0.520.52
0.390.36
0.340.34
0.290.29
0.210.21
0.190.11
0.03-0.07
-0.17
Helpfulness of staff at conference venues
Quality of incentive programme activities
Quality of team-building activities
Ease of travelling around Scotland
Technical support at conference venues
Service provided by PCO / DMC
Helpfulness of staff at the hotel (s)
Value for Money
Quality of conference venues
Catering at accommodation
Catering at conference venues
Capacity of conference venues
Ease of getting to Scotland
Quality of accommodation
Capacity of accommodation
39 J:/2006-5jobsCURRENT Jobs26235 VSBTUCS/Report/PresFV VS/LS/BC/18.01.07
Correlation analysis - Introduction (2)Correlation analysis - Introduction (2)• The scatter chart that follows plots the rating scores against the correlation factors (which
indicate importance).
• These charts indicate where management priorities may be set:
1. PRIME FOCUS where importance is high, but scores are low
2. High scores and high importance are points where standards MUST NOT SLIP
3. High scores and low importance can be given LOWER PRIORITY, invested in when all the more pressing needs have been addressed
4. Where both scores and importance are both low the management imperative is to AVOID “ACCIDENTS”
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Areas for Focus - Impact on Overall Satisfaction withEvent in ScotlandAreas for Focus - Impact on Overall Satisfaction withEvent in Scotland
7
8
9
-0.4 -0.2 0 0.2 0.4 0.6 0.8Derived (modelled) importance
Ave
rage
sco
re (o
ut o
f 10)
LOW IMPORTANCE, HIGH SCORE
LOW IMPORTANCE, LOW SCORE
HIGH IMPORTANCE, HIGH SCORE
HIGH IMPORTANCE, LOW SCORE
Capacity ofaccommodation
Quality ofaccommodationEase of getting
to ScotlandCapacity of
conference venuesCatering at
conference venues
Quality ofconference
venues
Catering ataccommodation
Helpfulness ofstaff at the
hotel(s)
Value formoney
Technical supportat conference venues
Service providedby PCO/DMC
Ease of travellingaround Scotland
Helpfulness of staff atconference venues
Quality ofteam-building
activities
Quality of incentiveprogramme activities
J:/2006-5jobsCURRENT Jobs26235 VSBTUCS/Report/PresFV VS/LS/BC/18.01.07
Summing Up
42 J:/2006-5jobsCURRENT Jobs26235 VSBTUCS/Report/PresFV VS/LS/BC/18.01.07
Summing up Summing up • The average number of events planned in 2006 is stable after a rise between 2004 and
2005.
• The gap in number of events planned is closing as between bookers and enquirers for events in Scotland, suggesting that there may be more competition in the market as bookings spread through a wider range of firms.
• The mean number of delegates is rising…
• …tentatively suggesting some renewed confidence among clients staging bigger events or being more willing to allow attendance at association or commercial events.
• Bookers were more likely to consider Scotland than enquirers; Intermediaries were more likely to consider Scotland than directs
• Events in Scotland were again rated as highly as in 2005, though there was no return to the even higher levels of 2004.