Customer satisfaction and quality

The Suomenlinna conference and banquet facilities sales service actively collects feedback from customers. All renters receive an electronic feedback form to fill in after the event. The feedback provided by customers is saved in the Quality Network, where it will contribute to the development of the activities and facilities of Suomenlinna and the monitoring of the quality of the fortress as a destination.

Quality work at the fortress

Suomenlinna is a good example of an attraction where visitors get a comprehensive experience of the place without necessarily distinguishing one operator from another. This means that good as well as bad customer service will influence the entire visit.

In 2008–2009, a total of 12 operators in the travel and tourism business from Suomenlinna, including the Governing Body of Suomenlinna, took part in QUALITY 1000 training organised by Haaga-Perho educational services. The objective of the training was to develop the professionalism, customer satisfaction and personnel satisfaction of the travel business operators in the area. During the training, a quality handbook, orientation guide and a quality network service were produced for each operator. In addition to the Governing Body of Suomenlinna, the Ehrensvärd Society, Hostel Suomenlinna, JT-Line, Olo Ok, restaurant Café Chapman, the Suomenlinnan Panimo restaurant, restaurant Yläkerho, restaurant Walhalla, the Suomenlinna Museum, the Suomenlinna Toy Museum and the Viaporin juhlapalvelu event service participated in the training.

Read more on the Suomenlinna company group training in the QUALITY 1000 2009 magazine.

The QUALITY 1000 programme

Launched in 2001, QUALITY 1000 is a quality programme tailored for operators and companies in the travel industry. In Finland, 650 entrepreneurs and organisations have taken the practical QUALITY 1000 training targeted at the travel industry. The programme includes independent quality training regardless of the size of the participating company and the Quality Network, a tool for continuous monitoring. Operators and companies must have gone through the quality training and be constantly involved in the Quality Network to qualify for the QUALITY 1000 programme.

More information on the QUALITY 1000 programme.