Commitment 4

Visitor Satisfaction

This Commitment is about striving to always meet or exceed visitor expectations.

To develop your sustainability plan, download the Action Plan (Word template) if you haven't already, go through the actions for each commitment, figure out where you need to start, and make a plan!

Actions to get started:

Start by making sure you have systems in place to undertake visitor satisfaction monitoring, evaluation and reporting, and use the results to improve the visitor experience.


Measure visitor satisfaction.


Actively ask for reviews from your visitors and develop a process to ensure all feedback is monitored and responded to.


Act appropriately on feedback from your visitors.

Actions for doing more:

Once you have the basics sorted, look at how you can measure visitor satisfaction in a way that allows you to undertake peer-group benchmarking. Ensure the visitor experience is at the heart of your business.


Monitor your Net Promoter Score.


Measuring progress

TIA has a Domestic Satisfaction Report Series for tracking domestic travellers' perceptions of their travel within New Zealand. Find out more 


Back to Achieving Visitor Sustainability
Back to Achieving the 12 Commitments