Product Excellence

Our number one priority is to provide memorable experiences for every guest, from booking to departure, and all delivered within a clean and safe environment.

Product Excellence is our unique function that monitors, measures and analyses the experience of all our guests with the purpose of delivering improvement and creating competitive advantage.

We continually measure our performance via the use of on-site, real-time electronic survey kiosks and we also operate an extensive externally operated Mystery Visit programme.

We are highly competitive across our attractions which, combined with the regular use of league tables, delivers continual improvement. As a result of this focus (and a robust cultural commitment to excellence), we will continue to strive to deliver year on year improvements in customer satisfaction.  In terms of monitoring feedback we continue to take complaints very seriously – with our aim being to turn every disappointed guest into a Merlin Attractions' ambassador.