Quality Program of Swiss Tourism: Testing the Convention Bureau’s Services

After a comprehensive audit of the entire organization in 2016, Zürich Tourism has again been awarded certification for Levels QII and QIII of the Swiss Tourism Quality Management System. For the Quality Label Level II, all the departments were regularly tested by external experts. At the Convention Bureau, the services were among the areas scrutinized. The findings resulting from various evaluation instruments, such as employee and guest surveys or checks by mystery persons, allow a detailed analysis of the quality of services and leadership. Any deficits are identified and can subsequently be rectified by implementing concrete improvement measures.

As part of this audit, the services offered by the Convention Bureau were examined by means of customer surveys. Our customers confirmed to a pleasingly frequent degree that they felt that the staff had a very extensive knowledge of the entire destination. In addition, they were very pleased with the recommended venues, and the assistance they received from the time an inquiry was submitted through to its conclusion was considered overall to be excellent.

These responses confirm to the Convention Bureau team that they are on the right track with their self-imposed service objectives: every year, they spend 30 days familiarizing themselves with various aspects about the destination, while internal training courses help them to handle the wishes of both customers and service providers in an efficient and in-depth manner.