Extraordinary Matching Shoes is Forest Holidays customer service commitment.
When you are on a Forest Holidays site you will see statements about ‘Extraordinary Matching Shoes’ or ‘EMS’. Behind our check-in counters we have such a sign, for example. Seems unusual? Let us explain! ‘EMS’ is our internal customer service ethos, which guides the activities of our on-site teams every day to make sure you benefit from the very best customer experience – and every time you stay with us.
To our teams it means we:
- Make your stay with us extraordinary
-
Match your expectations
- Put ourselves in your shoes
Hence ‘Extraordinary Matching Shoes’ ! We are passionate about creating unique and memorable holiday experiences for all our guests, so our ethos drives our activities day in and day out.
The great news is that via external agencies we conduct a number of anonymous customer surveys every month – and we also undertook a major piece of customer research in summer 2011 – and both these show exceptionally high and consistent customer satisfaction scores.
Our summer 2011 research* showed an amazing 95% of all customers said they ‘really like’ and absolutely love’ Forest Holidays!
In spite of these high scores we continue to focus on ongoing improvement and we greatly value your opinions. So please let us know your views. In this way we can continue to make your holidays ever more memorable!
*source: Pragma Consulting – Summer 2011
Forest Holidays Vision and Values
Our Vision:
For everyone to want to go on a Forest Holiday time and time again.
Our Values:
- Genuine
- Passionate
- Innovative
- One Team