Principles of customer service

AC 3.1 - Designing research tools

Annotated map

An important research skill is observation.  Very often you will see examples of good or poor customer experiences as you visit tourism organisations.  Observing and recording these is an important part of research.

One way of doing this, for appropriate organisations, is to use a map of the organisation, e.g. a zoo, and record examples of good and poor customer experiences. 

An example is provided below.

annotated map