Reserva del Higuerón Sport Club
1. Background
The resort’s management wants to improve the level of customer experience conveyed by its professionals.

Industrial sector
Sports activities
Services provided
SVT Program 4
2. Service
Using our methodology, we designed a work system that focuses on the results of the sports instructors, measuring their customer experience behavior and cross-referencing this result with the satisfaction of the resort’s customers.
3. Results
Increased customer satisfaction. Increased professional appraisal.
4. Data
The level of customer satisfaction rises from 85% to 97%. The rating of professionals increased from 65% to 86%.
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