Guest Feedback

Customer Survey Results
Nov 11, 2014

Customer Survey Results

A “YouGov”  consumer survey was conducted recently to find what’s important to guests in their accommodation and The Suffolk Escape thought we would share our thoughts on the survey results and how we focus on those requirements:

1. Cleanliness. 

At The Suffolk Escape our key goal is to try to ensure guests arriving feel like they are the first people to use the cabin.   This requires a lot of hard work but more important than that is having a team that cares and are passionate about achieving that objective.   We are very lucky to have a fantastic team who have been with us since the day we opened and none of them have left us.   Certainly as the owner of the business I know 100% that they are our biggest asset and I ensure we feedback to the team the amazing input we get from guests via our comments books, email and Trip Advisor.  On the latter after over 100 reviews we still have a “Cleanliness Score” of 5/5, something the whole team are very proud of and strive to maintain.
2. A good nights sleep. Mattress, pillows, bedding. Some properties even have a pillow menu! Must use white linen – indicator for quality, clean, restful. Must provide fluffy white towels.

At The Suffolk Escape we use goose feather duvets and pillows and also have man made fibre pillows and duvets available on request too.  One of the comments we often get is how comfortable our beds are; the two biggest factors contributing to this are the size of the bed and the mattresses.   The beds are “Emperor” sized, which is a huge 2m x 2m, meaning there is plenty of space to spread out and perfect for anybody tall!   Due to the size of the beds we had to then get our mattresses made bespokely which enabled us to ensure we got just the high comfort level we wanted!   We are asked many times by guests about where they can source the same style of mattress and we are happy to help and have even encouraged our supplier to offer our guests discounts too!  Clean crisp sheets and fluffy towels are standard here plus we include waffle bathrobes which are perfect for heading out to the hot tub in, especially on those crisp, chilly evenings!  
3. All in one price. 91% would not be willing to pay a surcharge for fuel or other extras.

The Suffolk Escape we include everything in the cost including linen, towels, electric, gas, wifi, hot tub, dishwasher tablets and much more.  In the winter we supply a basket of logs for the wood stove and few extra logs outside the cabin too.
4. 76% rate free wifi as important to them. 85% of under thirties. Free, fast and easy.

The Suffolk Escape offers free wifi in the cabins and are well aware of how important the service is in today’s life.  Being a rural site we have limited supply but the service is perfect for surfing the internet, checking emails, facebook, twitter, etc.