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SSQ AWARD -
A SYMBOL FOR QUALITY
ALL SURVEYS ARE INCLUDED
1. Evaluation of the establishments' Quality Planning.
2. Guest Survey.
3. Employee Survey.
4. Mystery Shopping - 2 businessmen or 1 conference buyer + 1 conference group.
5. Guest contacts - Mystery calls, e-mails and evaluation of your website.
6. Environment and Security assessment.
7. Benchmarking of all results with the other participants in the category.
8. Worksheet for Action planning
SSQ Award is a quality development program which startad in 2002 for companies in the B2B market of Business Hotels and Conference Venues.
The combination of surveys and the involvement that these create in the company, makes SSQ Award unique.
The companies that take part in SSQ Award get their operations reviewed in an objective, simple and purposive way on hundreds of different parameters. They will get the tools to systematically work with service and quality issues. More and more companies have realized the benefit of SSQ Award. All hotel and conference venues can join SSQ Award regardless number of stars, location or chain affiliation.
It is obvious that the participants keep a long lasting relation with SSQ Award. Taking part in SSQ Award naturally leads to continuity and to keep up the quality ambitions. The surveys, that are SSQ Award, show very clear if you reach the improvements you strive for. The employees are stimulated by the possibility improve the guests' whole path trough the company.
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B2B CATEGORIES
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THERE IS A SSQ PROGRAM FOR EVERY COMPANY
SSQ B2B
SSQ Standard is the program which started in 2002 and offers up to 2000 evaluations of the participants during one year.
SSQ Advanced includes the same surveys as the Standard program and also support with a Kick off for all employees and a workshop.
SSQ Professional is the program which is accredited by HOTREC. The participants undertake to participate in the program and improve during 3 years.
SSQ Light is a soft start for companys that wants to begin in a smaller scale with only two of the surveys.
Which program to select? This depends on the company's level of ambition. Please contacta us for more information.
PRIZE CEREMONY
The prize ceremony for SSQ Award 2011 will be held in Stockholm 9 February 2012.
All participants receive a certificate as a proof of their quality committment and engagement. The local project manager receives a personal certificate. The best establishment in each category receives a gold certificate. Establishments can receive Honorable Mentions from the jury based on their Quality Planning process. The establishment with the highest score regardless of category receives The
Grand SSQ Award which also includes a training program sponsored by the training company Moment of Truth. |
SSQ HOSPITALITY -
NEW PROGRAM
All companies offering services to private consumers, working in the categories; travel, accomodation, food&beverage, experince och service/support, can participate.
SSQ Hospitality program involves the following areas:
1. Planning for quality
2. Employee involvement
3. Hostmanship
4. Accessibility and sustainability
5. Customer Satisfaction and Complaint Management
The program includes self assessments as well as presenting results from surveys which has been conducted by a third party. In addition, SSQ will continouosly perform Mystery Shopping to measure the participants' level of hostmanship.
The participating companies will get a receipt of their quality level compared with the industry and concrete detailed information about their areas for improvements.
SSQ is now starting a co-operation with Värdskapet AB www.vardskapet.se. They can help the partictipants to improve their hostmanship skills to be even better hosts!
Jan Gunnarsson, Founder/author, Värdskapet AB
Veronica Boxberg Karlsson, CEO SSQ Award
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IN SSQ HOSPITALITY PROGRAM: |
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| Airline, train, bus, boat, taxi etc.. |
| Spa/resort, city hotel, hostel, camping etc.. |
| Restaurant, bar, café etc. |
| Event, amusement park, tourist attraction etc. |
| Tourist office, government, after sales service etc. |
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DOWNLOAD CRITERIA
Criteria Overview- all programs and levels
Criteria SSQ Award B2B (Business Hotel, Conference Hotel and Dayconference Venue)
Criteria SSQ HOSPITALITY (all other companies) _______________________________________________________
SSQ Award B2B
SSQ Hospitality
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DEVELOPMENT AND APPEAL PROCESS
SSQ Award performs every year a survey measuring what the participants think about the previous SSQ-year. The participants evaluate the SSQ process, the SSQ organizations' service level, the usability of the SSQ concept and what can be improved.
If a participant would consider some results are wrong, this will immediately be investigated by SSQ Award and if required, adjusted as soon as possible. The Jurys' judgments cannot be appealed.
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