1. Steven Henry Matthew James ParkhillProfessional Experience Programme
1
Evaluating Season Ticket Processing and Channels of Customer FeedbackResearch Aims and Objectives:
‘To establish efficient methods of obtaining customer feedback
and improving the season ticket process.’
Objective 1: Review the current method of acquiring season ticket
information and how up to date accounts are reported and distributed
to patrol officers/attendants.
Objective 2: Evaluate current methods of obtaining customer
feedback.
Objective 3: Evaluate if new technology can be adopted and/or
utilised to improve efficiency and/or cost savings for the two areas
indicated above.
Method: A questionnaire will be used as a form of primary research,
to obtain opinions/thoughts of key users. Secondary research in the
form of academic literature and contemporary media will also be used,
where necessary to synthesise recommendations that will highlight
improvements.
Key Headlines
 On investigation it was found that season ticket invoices have
no standardised layout.
 Invoicing software allows data to be exported to Excel.
 Quarterly season tickets are most popular.
 Records of registrations are kept on a spreadsheet and
distributed to relevant attendant/patrol officer
 Review shows that invoicing software would allow a
spreadsheet to be generated more efficiently if all invoices were
created in same format
 Proposed standardised formart (illustrated below) would allow
spreadsheets to be created more efficiently and could be
distributed to relevant attendant/patrol officer
 Feedback channels currently are through directly contacting
corporate customers and through customer satisfaction survey
located on reverse side of parking ticket.
 It would be beneficial to make feedback channels more
automatic and regular
Car Park Services
 In operation since 1986
 Provide parking solutions for public
and private sector clients
 Management of own Car Parks
 Approved contractor status for the
provision of vehicle immobilisation
and CCTV
Secondary Research
 Quality and efficiency are regarded as foundations
of an economically flourishing and thriving
business (Stockmann, 2008).
 "If a business does not have a clear pathway in
place for customers to give feedback, they are
setting themselves up for failure” (Wylie, 2015).
 Businesses should “use proactive communication
methods such as online forms, surveys, and
comment cards to gain customer feedback”
(Richards, 2009).
 Feedback is essential for individuals and
businesses pursuing their goals, who seek
continual quality improvement (Finkelstein and
Fishbach, 2012).
Possible Solutions
 Standardise the layout for uploading season
ticket invoices.
 This can the be exported to Excel and then
relevant data passed onto Patrol
Officers/Attendants either electronically or
distributed by paper.
 New technology such as social media could be
used to increase feedback.
 Could contact contract parkers on a recurring
basis, i.e every 2-6 months. Depending on type
of parker.
 Could highlight feedback is welcome through
customer service.
Skills Developed and Improved:
• Research skills
• Analytical skills
• Communication skills
• Decision Making Skills
• Problem-solving skills
• Organisational skills
• Innovation skills
• Project Management skills
Next Steps
1. Primary Research to find out the best
possible solution and method of distribution
for car park attendants and patrol officers
2. Determine appropriate course of action to
address outstanding issues
3. Ensure execution of recommendations
New Standardised Process for Season Ticket Information