Visit Scotland Quality Assurance Programme
Ace Recently Awarded Four Stars
The Visit Scotland Quality Assurance Programme has been running for many years initially with the accommodation sector. In 2009 Ace was part of the pilot programme extending the award out to Activity Providers. Back in those days we were awarded with two stars, which was a combination of Ace being in our formative years having great products and staff but our website, booking process and changing facilities could have been better and Visit Scotland getting their heads around how to grade an activity provider having been used to grading accommodation. We were a little miffed at only two stars, particularly given our focus on the activities and customer service feeling the initial grading was well below what it should have been, particularly if matched against our direct competitors.
Time has passed with the infrastructure and process behind the Visit Scotland Quality Award improving significantly in line with developments at Ace with both our facilities, website, booking process and staff. The aim of the award is to make it easy for visitors in Scotland to identify levels of quality and provide reassurance to expectations.
Visit Scotland assigned a mystery shopper last August to visit Ace Adventure to assess;
- Brochure, Leaflets & Website
- Road & Directional Signs
- Booking Procedure & Efficiency
- Booking Procedure Friendliness & Attitude
- Changing Facilities
- Group Management
- Attitude & Friendliness of Instructor
- Activity Experience
- Environmental Responsibility
- Appearance of Staff
- Internal Signage
- Decor & Maintenance
- Farewell & Departure
The mystery shopper whose name can’t be revealed booked our canoeing trip on the River Findhorn. Due to the exceptional summer we enjoyed, river levels were very low and not ideal for that activity. To ensure our customers get the best day possible Ace advise and encourage customers to change to activities best suited to the conditions of the day. In this case our mystery shopper enjoyed the full day white water rafting and cliff jumping activity on the River Findhorn. More information can be obtained by reading the report which will be available here on the 28th October at 10:00am.
Results are scored out of ten in each of the criteria listed in bold. With Ace achieving an average overall percentage of 86% which is two points into Five Star criteria, however we agree that until the future improvements of changing facilities, toilets, showers and accommodation scheduled for 2014, a grading of Four Stars is more accurate. While our adventure activities and staff customer service is certainly at Five Star level we have some improvement to do on the frills. The road to perfection is endless!
Excellent Standard of Facilities & Services
The team at Ace were delighted to receive the four star award which is indicative of excellent standard and service by Visit Scotland. This reinforced the efforts everyone at Ace willingly goes to in the pursuit to be the best Adventure Activity provider in the UK and a world leader.
The four company values;
Are the foundation of everything we do and stand for. They are the culture of our organisation. Through these core values Ace delivers exceptional customer service as the icing on the cake of an excellent swathe of adventure activities. The enjoyment shared from a happy working environment and passing that enthusiasm over to our clients is reinforced by the recent award from Visit Scotland coupled with the recognition by TripAdvisor as the No.1 Thing to Do in our region.
Ace Adventure now in its seventh year was a self funded start up business where founder Jim Davis saw an opportunity to establish white water rafting on the River Findhorn after kayaking the lower gorge. “I was surprised to find such an ideal river offering world class rafting and stunning scenery being under utilised by other established operators that only occasionally run the easier sections. We have been fortunate to be able to build the business concentrating on ensuring our customer service matches or exceeds the quality of activity experienced. We certainly won’t be resting on our laurels, with a five star rating firmly in our sights with the development next year of accommodation at our Findhorn base. This will enable us to provide an exciting range of services complimenting the current portfolio of activities. I would be very excited for Ace to be recognised as the first five star rafting company. Watch this space!”
If you would like to celebrate with us the recent four star quality award from Visit Scotland we invite you to be a guest on any of our adventures. Right now the Autumn colours make an exceptional day out.
Quote “VS Four Star” when you book for a 20% discount. Email bookings@AceAdventures.co.uk or call +44 1309 611 729
Leave a comment about your experience with Ace and we will send you a 20% Discount Voucher!