The NEC’s commitment to customer experience has gone a step further with the introduction of a toilet and washroom review app. The exhibition venue is now using the UK’s first fully integrated management tool and review app, Cleen.
The Cleen app which is free to download, enables customers and visitors to log reviews of washrooms. Users can either compliment accessible and clean washrooms or post feedback on issues such as the need to refresh soap supplies or toilet paper. The reviews are easy to post by clicking different icons and users can even upload photographs to support their review. These can then be viewed by other Cleen App users.
The NEC has its own Cleen Dashboard which is a complete washroom management tool. This enables the venue to have immediate access to the Cleen App reviews so that it can take action and directly respond to customer feedback. The app is available to download via the Apple store or Android store. Each toilet has its own individual QR code displayed above some of the hand dryers to identify where it is located and some washrooms also have a tablet to enable customers to leave a review without a phone.
In addition to the new app, a second Changing Places fully-accessible toilet for people with severe disabilities has been installed in the NEC Piazza, and this has its own review section on the Cleen app . The toilet is larger than a standard accessible toilet to accommodate a wheelchair user and their carer, allowing them to manoeuvre with ease, plus equipment including a height adjustable adult-sized changing bench, ceiling hoist and height adjustable washbasin.
Steve Cartmell, Group FM Contract Support Manager said: “We are committed to providing all our customers with the very best experience possible. The Cleen app and the introduction of another Changing Places toilet will further enhance our offer to visitors and ensure that they can alert us if there are any issues we need to deal with quickly. We believe in setting and maintaining the highest standards across our venue and this is another example of how we are always striving to exceed customer expectations.”