Case Study - dreams groupdreamland wax museum
HOW THE DREAMS GROUP IMPROVED THE RESPONSE TIME OF THEIR RESEARCH AND BEGAN TO REPLY TO 100% OF THEIR CUSTOMERS
Specializing in realistic wax sculptures, Dreamland caters to visitors from around the world.There are more than 15 scenarios per attraction and 450 characters in the gallery of characters, which are part of world history, politics and pop culture.
In addition to the three Dreamland wax museums (Foz do Iguaçu / PR, Gramado / RS and Cancun / Mexico), the Dreams group also includes: Dinosaur Valley, Wonders of the World, Harley Motor Show, Hollywood Dream Cars and Our Lady Aparecida Museum of Wax.
FROM PAPER TO KIOSKS
The paper surveys, although very important, did not allow agility in receiving the information. In each museum, it was necessary to tabulate the information and pass it on to the digital format. The units then had to send them by email to the group quality manager.Finally, it was still necessary to gather all this information to generate the reports. Dreams Group’s board contacted Solvis to try to improve this survey process.
If it was a movie, we could say that the research totem debuted with a box office record, such was the public’s enthusiasm. Modern and personalized with the “costume” of the wax museum, the totem encouraged an increase in customer participation, with qualitative and quantitative boost in results.
With the research kiosk transmitting daily all the data collected in each museum, the illegible and incomplete evaluations were ended. The employees themselves liked the survey solution, which spared manual labor in every unit .The manager receives the survey reports by e-mail, with monthly and weekly indicators, in addition to all comments written by the visitors. The manager then will personally respond to each client the day after the evaluation.
The different nationalities of visitors were not a problem, as the totem can display questionnaires in up to 4 different languages: Portuguese, English, French and Spanish.
– Sending of weekly and monthly indicators of each of the museums, evaluating the attendance team, physical space and characters.
– – Suggestions, criticisms and complaints are sent to management every day.
– Automation of the manual work of collection and tabulation of all the teams.
– Visitors email registration.
– Greater attention given to the client, with 100% replies by the museum manager.
In addition to continuously monitoring the level of satisfaction of visitors to its museums, Solvis’s survey kiosk has brought other important information to the wax museum: which characters the visitors most would like to see included in the museum’s collection.
With this, the production of new attractions for the museum can now be made “on demand”, quickly identifying the trends of the moment and avoid wasting resources and space with a less popular character.
“We were using paper surveys before Solvis’s survey method. Besides being very labor-intensive, we often lost information because the surveys were incomplete or illegible.With the use of the kiosk, we save work in all our units and we get the responses of the clients in an organized and quick way.The survey tool also improved the guidelines given to our managers because the suggestions for improvement come directly from the customers.In each new expansion of the Dreams Group, we will have a Solvis kiosk!”
Roberta ToussaintManager of quality and procedures
THE SOLVIS SOLUTIONS USED IN THIS CASE STUDY WERE:
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