Blenheim Palace
2019 - present
The challenge
Blenheim Palace, a World Heritage Site attracting some 900,000 visitors annually, offers a rich array of content, the main challenge being to assimilate it into the limited time available to most visitors.
The solution
Following a VisitEngland quality assessment undertaken by Stephen Spencer, SS+A was commissioned initially to develop a new, joined-up approach to visitor experience management. An extensive consultation with leaders, managers, and employees, led to the creation of a new Guest Charter and induction workshop, delivered to all visitor-facing employees. In 2022 we updated the Charter and extended the scope to all employees on the Blenheim Palace estate. In addition, since 2020 we have advised on the visitor experience aspects of new CRM and ticketing systems and a digital annual pass.
The results
Blenheim now has a single view of its visitor experience and has been able to both adapt it and enhance standards throughout the Covid-19 pandemic. In 2023 it will continue to improve the performance of its customer service, marketing, and operations departments in delivering a world class visitor experience.
In 2023 Blenheim won a very well deserved Silver Award for “Large Visitor Attraction of the Year” at the “VisitEngland Awards for Excellence 2023”.
They came a close second to Warner Bros. Studio Tour London – The Making of Harry Potter with whom our Associate Laura Watson has worked extensively.
As VisitEngland Director, Andrew Stokes said,
“I congratulate all the winners… an achievement cementing their place as the country’s crème de la crème, standard-bearers for England’s tourism industry.”
The verdict
“Stephen Spencer + Associates, thank you for helping Blenheim Palace create an exceptional guest service charter. Your training transformed our hosts, ensuring our guests receive an unparalleled experience. We are grateful for your expertise and look forward to our continued partnership.”
Heather Carter, Managing Director - Visitor Attraction, Blenheim Palace
