LEGOLAND Florida Resort
LEGOLAND Florida have been using Avius software since they opened. The custom in-depth KPI reporting created by the Avius team feeds back to the leadership team to help grow the business.
Number of users:
Over 50
Favorite Feature:
Mobile App
Years with Avius:
8
LEGOLAND Florida Resortopened their 150-acre theme park in 2011 and hotel in 2015. As the largest LEGOLAND Park it features more than 50 rides, shows and attractions, as well as shops, restaurants, a garden and water park.
LEGOLAND Florida Resort have been using Avius software since they opened. They use surveysto solve various business requirements. They measure customer satisfaction in the theme park, water park and hotel, deliver VIP experiences, and report lost property, maintenance issues and health and safety incidents.
Their VIP experience enables guests to order breakfast through the Avius app. They leave a tablet in the VIP bedrooms and guests can choose what they’d like for breakfast.
LEGOLAND Florida Resort can deal with maintenance or health and safety issues as soon as someone spots a concern. They take a photo or report it through the mobile app and the relevant team receive alert.
Due to the Avius real-time reporting, LEGOLAND Florida Resort are able to solve customer’s issues much faster. An unhappy customer leaving bad feedback on a review site can take days to resolve. The customer has to wait for their review to be published, then wait for a response to be published and possibly further back and forth. However, if a customer makes a complaint using a survey kiosk whilst at the resort, the customer service team are alerted to the issue and go to meet the customer straightaway to resolve their problem.
Their customer experience team use Avius solutions to monitor and respond to all customer feedback. From logging face-to-face or phone call inquiries to emails and survey inquiries. They can see each customer’s full history, track outstanding cases, resolution time and costs.
The dashboard analytics provides LEGOLAND Florida Resort with ongoing reports to spot and fix any problems. The custom in-depth KPI reporting created by the Avius support team feeds back to the leadership team to help grow the business.
“We’ve relied on Avius since we opened the Resort. The real-time data and alerts we receive have allowed us to deliver year on year improvements across all our Key Performance Indicators.”
Tyler Pellerin, Product Excellence, LEGOLAND