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#ITW CLIENT: How Culturespaces improves its visitors reception thanks to GuestViews

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Axelle Le Maire, project manager in the departments New Projects and Visit Experience and Quality at Culturespace, tells us about how they use GuestViews’s guestbook within their venues. How Culturespaces improves their visitors’ reception thanks to GuestViews? Discover it with this interview!

 

“CAN YOU PRESENT YOURSELF IN A NUTSHELL?

My name is Axelle Le Maire, I am project manager in the department New Projects and Visit Experience and Quality. Our department manages everything that concerns visitors’ experience in Culturespaces’ venues (outside exhibition spaces). Our goal is to offer visitors a complete and qualitative experience. For this, we take care of the design and decoration of different visit spaces, shops and restaurants, the set up of mediation support (audioguides, visioguides, films, signage, multimedia contents, etc), equipments and needs linked to the reception of visitors (staff uniforms, automated switchboard…)

CAN YOU PRESENT CULTURESPACES?

Culturespaces is a management and promotion company for monuments, museums and art centers. It was created in 1990 by the CEO, Bruno Monnier, and today we manage 13 venues in France.

WHY DID YOU USE GUESTVIEWS APP?

The first venue that we equiped with the GuestViews app was the musée Maillol in 2015, then the Hôtel Caumont, the Villa Ephrussi de Rothschild, the musée Jacquemart-André and the Cité de l’Automobile in 2017. We recently equiped the Atelier des Lumières which was opened in April 2018. We are constantly using new tools to provide a high quality reception. Besides, Culturespaces is becoming more and more digital with the opening of venues dedicated to digital art. Setting up a digital guestbook is in the same vein.

WHAT’S THE USE OF A DIGITAL GUESTBOOK?

Our iPads equiped with the GuestViews app are only deployed on our pluriactivity venues. They are placed at the end of the venues, shops or just before the shop.

Every year at Culturespaces we organise an internal competition with the different venues called Competition of the Stars of the reception (Concours des Etoiles de l’accueil). This competition is a way to reward the venue that has made the greatest efforts to ensure a high quality reception. The analysis of comments left on the guestbook is taken into account for the ranking. It was then essential for us to collet data rapidly.

Data collected on the guestbooks are also used for meetings or management boards. It aims at analysing visitors’ feedbacks and decide on improvements to undertake in our venues.

WHAT GuestViews CHANGES IN YOUR EVERYDAY JOB?

Venues directors can directly read comments left by visitors and then reply quickly. Visitors’ satisfaction is very important for us. Besides, venues directors and the Visit experience department take into account comments in order to take the necessary mearsures or to decide on arrangements to make to answer negative comments or to suggestions left by our visitors.

ACCORDING TO YOU, WHAT ARE THE BENEFITS FOR YOUR VISITORS?

The tablets enternain and intrigue. The form is quick and easy-to-fill, it enables visitors to navigate easily on the different pages if they don’t know what to write.

A little generational downside: the app is still difficult to access for elderly people or people not used to digital medium.

WHAT ARE THE 3 REASONS WHY YOU WOULD RECOMMEND GUESTVIEWS?

The reactivity of the team, the simplicity of the app and the capacity to adapt to the clients’ needs.”

 

 

Discover all the venues managed by Culturespaces here and if you want to know more on GuestViews’ solution contact us!

 

 

Image à la une : © Culturespaces
July 31, 2018

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