The View from the Shard
The Shard is a 95-storey skyscraper in Southwark, London, designed by a Master Architect Renzo Piano. With its 11,000 panels, the building is modelled on a shard of glass, hence its name. Standing 309.6 metres high, it is not only the tallest building in the United Kingdom, but also in Western Europe.
CSAT increase:
6%
Favourite feature:
Online reporting
Visitors in their first year:
1 million
“We love having Avius as part of the experience—and wouldn’t have it any other way! Thanks for always being such fantastic partners”
ABOUT THE SHARD
With its multi-use spaces, The Shard is considered a vertical city where people could live, work, and relax. It comprises world-class offices, award-wining restaurants, the 5-star Shangri-La Hotel, exclusive residences, and the UK’s highest viewing gallery, the View from The Shard.
From floors 68-72, and 244m above the city, The View from The Shard offers visitors unobstructed 360-degree, 40-mile views across the London skyline and beyond. After opening in February 2013, it welcomed 1 million guests in its first year.
WHY DID THE VIEW FROM THE SHARD CHOOSE AVIUS?
Before partnering with Avius in August 2018, The View from The Shard collected post-visit guest feedback using an online survey provider.
One of the main reasons for moving to Avius was to take advantage of the kiosk survey solutions, which allow The View from The Shard to capture visitor feedback in real-time around their attraction.
The View from The Shard is collecting in-the-moment customer feedback on Avius’ survey kiosks, situated on different levels of the building, as well as via Avius’ online surveys to gather post-experience comments.
WHY IS THE VIEW OF THE SHARD COLLECTING VISITOR FEEDBACK?
Being an iconic British attraction, it’s very important for The View from The Shard to deliver great customer experiences. Collecting feedback from their visitors helps them provide good value for money and keep on top of the facility cleanliness - both of which play a key part in overall customer satisfaction.
RESULTS AND FUTURE PLANS
In just over a year, The View from The Shard increased their visitor satisfaction levels by 6%. As they continue to gather customer feedback, they’re looking forward to learning more about their guests’ expectations and working on implementing changes to exceed them.
“Our guests leave valuable feedback through Avius kiosks, and this real-time data helps us continually improve and elevate the guest experience. A big thank you to the Avius team for supporting us and helping us better understand what our visitors love most (and where we can improve!).”
Jade Elliot, Customer Relationship Manager, The View from The Shard
“The Support and Operations teams at Avius have been very helpful and hands-on since day one. Everyone has been really nice, responding and resolving my queries straight away. It’s amazing to be working with you.”
Luca Colella, Customer Relationship Manager
