Meeting and/or exceeding visitor expectations generates positive word of mouth, potential repeat visitation and long-term customer loyalty. Poor quality products and standards below visitor expectations can undermine a business’ profit and long-term success.
Meeting and/or exceeding visitor expectations generates positive word of mouth, potential repeat visitation and long-term customer loyalty. Poor quality products and standards below visitor expectations can undermine a business’ profit and long-term success. Product quality and standards influence visitor satisfaction, their length of stay and expenditure, and their likelihood to visit again or refer the destination to a friend or relative; and these are the fundamentals of sustainable visitation.
Business Operation Tip
Accreditation programs provide businesses with a framework for identifying areas for improvement or development as well tool to influence consumer purchasing behaviour and perceptions.
Accreditation and certification programs provide business owners with the opportunity to have their products and operations assessed and then recognised as providing a certain standard of practice. There are a range of different accreditation or certification programs available within the tourism industry, from national and international product quality accreditation to environmental certification and sustainability programs and specific quality standards for tourism industry sectors. The Australian Government is developing a standard National Tourism Accreditation Framework.
Selecting an appropriate certification or accreditation program depends on:
- The type of accreditation required e.g. Environmental, product quality etc
- The reputation and current participation levels of the program
- The criteria and process used to certify or accredit a business
- The rigour of the program including the use of third party auditors to confirm the accreditation
- The price and value for money
- The level of support and assistance provided
- The ability to track and benchmark performance
Huon Valley’s ‘GreenTEA’ program provides an example of a regional approach to sustainability, encouraging industry operators to participate in an Earthcheck benchmarking program to enhance the region’s image and environmental credentials of individual businesses. Promoting visitor awareness of these accreditation programs is important in influencing consumer purchasing behaviour and perceptions of a product or business. Accreditation programs also provide businesses with a framework for identifying areas for improvement or development.