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JUDGING PROCESS
NEW LOOK AUDIT
WITH GREATER FOCUS ON CUSTOMER SERVICE, SOCIAL MEDIA AND WIFI PROVISION
PLUS SUSTAINABILITY!
Shopping Centres will be judged within three
separate size bands - applicants are invited to enter their centre
in up to 40,000 sq m, 40,000 - 80,000 sq m, over 80,000 sq m. Retail
and Shopping Parks will be invited to enter into their appropriate
category. Please note that this category will not be size banded
for 2012.
Following receipt of applications, an independent judging process
will be undertaken on each application received - this will involve
two mystery shopper visits at different times of the day to ensure
that both busy and off-peak periods are assessed. An overall score
will be awarded to each centre and a short-list of entries will
be taken forward in each category (note: the Awards Jury reserves
the right to limit this if the initial mystery shopping exercises
find insufficient entries of sufficiently high calibre).The short-listed
centres in each category will then be visited for a third time by
the judges.
Each centre will be assessed on the basis of their staff and their
facilities. This audit is in line with the recommendations put forward
in the BCSC Customer Care Guide, the weighting of this will be 70%
to staff and 30% to facilities.
The nominate ACE Star(s) will be visited once and separately from
the centre visits. The individual(s) will be judged on problem-solving
scenario criteria. If they are successful they will be visited for
a final time and videoed during a more in-depth problem-solving
scenario.
A top ACE award will then be chosen from Shopping Centre and Retail/
Shopping Parks categories and a small number of merits / commendations
will be awarded at the presentation ceremony for ACE Stars in September
2012 to centres that demonstrate customer service excellence.
All centres and individuals will be audited using the new audits:
> Shopping Centre (all sizes) and Retail/ Shopping Park audit
> ACE Star audit
NOTE: All entrants will receive a copy of the mystery shopper
reports - useful feedback in responding to highlighted areas of
development - and of course in celebrating areas of success!
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