In this ever increasing digital age, we can provide our views on everything from film to travel with the rise of electronic word of mouth and a flourishing online community like never before.
For example, TripAdvisor reaches over 340 million unique monthly visitors and generates millions of consumer reviews. With research telling us that more and more people are using digital channels than ever before, naturally these contribute to holiday making decisions. However, what they don’t offer is an independent, objective view which reassures our visitor – that’s where VisitScotland’s Quality Assurance scheme comes in.
Our Quality Assurance scheme, developed and improved over the past 25 years, is recognised as world leading and provides this trusted, independent source of quality information for visitors.
It’s not hard to believe that 53% of visitors indicate that star ratings influence their holiday choice.
All businesses who apply for VisitScotland\'s Quality Assurance scheme will receive a grading visit from a trained Advisor. To learn more about what\'s involved in our world leading scheme, we joined one of VisitScotland’s experienced team on a visit to find more about the independent view our expert assessors offer.
A day in the life of a Quality Advisor
Spending the afternoon incognito at a visitor attraction, our Quality Advisor scoped out everything from the website (pre arrival), to road signage, the customer service, food and drink offerings and retail available. This experienced eye examined the entire business operation against an established set of criteria, and identified the business strengths.
What was learned? Well, Quality Assurance is about much more than just the ‘stars’ on your door - it’s about assessing the entire visitor journey and how customer expectations are being met.
Not only that, we have an incredibly dedicated team of experts whose advice and assessment reinforces a business’s commitment to quality.
On this occasion, once we revealed our identities to the business owner, the Quality Advisor had the pleasure to reconfirm the attraction’s 4 star grading award, and reinforce their current Taste Our Best Award, included within the visit.
The Advisor offered feedback in areas the business excelled and areas for improvement to help them raise their game and achieve the ultimate badge of quality - 5 stars.
This quality driven business was appreciative of the advice as the Advisor talked them through our experience that day, providing an insight into their customer’s experience.
Advice also included making the most of VisitScotland’s free digital review and how, through our marketing, the business could drive more visitors through their doors.
Following the visit, the business received a detailed report, with their scores (a useful measure for internal performance) and a summary of all the advice given.
Visitors consider holiday plans based on various factors but in terms of quality and consistency, the stars represent booking confidence, and for a business, allow you to not just meet but even exceed their expectations.
Find out about our Quality Assurance scheme at: visitscotland.org or speak to your Industry Relationship Manager.
VisitScotland
Come and discover Scotland, world-famous for its awesome scenery, vibrant culture and spectacular heritage. It’s a land packed with brilliant moments, those sights, sounds and experiences that make your break truly memorable, especially in 2014, our Year of Homecoming.
