Customer service excellence drives EEF Venues to No 1 position for fourth consecutive year | EEF

Customer service excellence drives EEF Venues to No 1 position for fourth consecutive year

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EEF Venues has been named No.1 Small Group and Best Value for Money Group in BDRC Continental’s VenueVerdict Awards 2016 for the fourth consecutive year.

The group’s Bristol venue, Engineers’ House, has also scooped the ‘No.1 Conference Centre’ title and ‘No.1 Venue Overall’ for the third consecutive year under the same awards programme.

The only industry awards programme based entirely on the voice of the customer, the results are based on customer responses throughout 2016 from event planners.

EEF Venues was ranked as top group within almost every step of the customer journey, from pre-event communications and understanding customers’ priorities to meeting and greeting, technical facilities and support.

All three venues have also gained VenueVerdict Gold Standard Accreditation for the fourth consecutive year. Gold is only given to those properties recording a twelve-month Net Promoter Score of +70 or higher from 40 or more respondees over a twelve month period. EEF Venues achieved a Net Promoter Score of 86.8 across its three venues.

David Vaughton, director of venues for EEF Venues, said: “We are absolutely over the moon about this because it shows the consistency of our standards and our absolute commitment to making the customer journey enjoyable and memorable.”

Latest research from the Institute of Customer Service’s UK Customer Satisfaction Index 2017 shows compelling evidence of tangible links between customer service and business performance, highlighting the remarkably strong influence of customer satisfaction on attitudes and future buying behaviour.

 “Having achieved consolidated 32% growth over the last three years, there is no doubt that customer satisfaction is having a major impact on our business performance,” said David Vaughton.

 “Business delegates have increasingly high expectations so we are constantly seeking new ways to improve the overall experience for them. The quality of our food, our technology, and facilities and how we look after our customers are all vital elements that continue to impact on our success and reputation.”

EEF Venues’ three venues – Broadway House in London, Engineers’ House in Bristol and Woodland Grange residential conference venue in Leamington Spa - attract over 100,000 delegates each year who attend the venues for meeting, conferences and events.


John Turpin, Business Support & Development manager for EEF Venues
is pictured receiving one of the awards on the night.

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