The Optimus™ system combines innovative on-site survey capture and communication technologies with powerful feedback management software, enabling attraction operators to engage in real-time communication with their customers.
Visitor experiences are captured via touch-screen survey kiosks, iPad surveys, SMS-text, email, face-to-face, and new for 2013 social media such as Twitter and Facebook. The captured data is transmitted in real time, where it can be clearly viewed and managed using the Optimus™ software. Operators are able to contact customers directly via single-click communication options, allowing for extremely quick responses. Optimus™ has been used to resolve Theme Park guests’ issues while they are still on-site, within minutes of first communication and from any location within the attraction.
Originally deployed by Merlin Entertainments Group early in 2012, the system is now being utilized by multiple operators worldwide, with the first US installation at Knoebels Amusement Resort completed in June.
Joe Muscato, Chief Marketing Officer at Knoebels Amusement Resort comments: “We are really impressed with the Avius Optimus solution. With five outdoor survey kiosks currently situated at specific touch points throughout our theme park, we have also adopted the SMS-texting service supplied by Avius which has increased the opportunity for guests to communicate with us on their terms.”
To date Optimus™ has processed over 12,500 feedback communications for Knoebels, including compliments, complaints, suggestions and general inquiries.
Chuck Brown, Chief Executive Officer at Avius, remarks: “In most service-based businesses, it is common that as many as 80% of customers do not report the problems they encounter - either because it is too difficult to report issues, they want to avoid a conflict or they don't believe the management will address their issues. In the Knoebels scenario, the operator is increasing the convenience and likelihood that their guests will inform park management when a problem occurs. They are demonstrating that they do indeed want to hear about guest experiences. This advantage provides operators the ability to get back into the control seat of managing the guest experience on-site, in real-time, performing service recovery - to turn around guest experiences. The result is delighted loyal guests and it avoids the possibility of unresolved issues finding their way into social media platforms.”
Avius will showcase Optimus™ at booth 1571 between November 13-16, 2012 during the IAAPA Expo, Orlando.
About Avius Insight
Avius Insight has its headquarters in Long Beach, California with offices in Whitefish, Montana; Los Angeles, CA; San Francisco, CA; Orlando, FL, Boston, MA and Bournemouth, England. Avius Insight has the powerful ability to accurately capture and aggregate both customer satisfaction and employee engagement data in real-time, providing reliable results that enable action toward process and performance improvement. Since 2006, Avius™ has pioneered this technology, serving a global market with the award-winning Avius™ Insight - an electronic survey and feedback system with a customized software solution, unique hardware designs, turn-key installation, and secure web-based reporting tools. Most recently, Avius Insight has completed successful installations at three venues at the Audubon Nature Institute of New Orleans, the Florida Aquarium and has recently introduced a convenient rental program most recently delivered to the 60th Annual Sausalito Art Festival.