Client Success Story - Chester Zoo

Blogs, Case Studies

Client Success Story - Chester Zoo

chester zoo

Chester Zoo's Story

Chester Zoo is the most visited zoo in the UK and a conservation and education charity committed to preventing extinction.

There are over 1000 people hard at work at Chester Zoo, keeping this wonderful complicated place going. Caring for animals, running conservation projects and giving their guests an inspirational day out!


Insight into customer Feedback - It was important to Chester Zoo to gain a deeper level of understanding into their visitor feedback in order to understand performance and to set a benchmark in order to drive improvements when identified.

Exceeding standards - Having a sufficient volume of quality feedback data would then allow Chester Zoo to ensure that they were achieving, and wherever possible, exceed standards. This was very important for Chester Zoo in order to start to develop a culture, operationally, that ensured that they were doing everything they could to continually improve.


  • Guest Feedback Site: a customer feedback survey was designed and implemented for Chester Zoo in order to gather detailed feedback about customers and their experiences.
  • Review Management module was implemented to provide a platform for Chester Zoo to measure and manage their online reputation from one central place.


Through the level of analytics and customer insight Chester Zoo now have the ability to monitor the impact of and inform business change, and have noticed several tangible improvements to the business since implementing HGEM solutions.

There are several key areas highlighted to us through the Hub that we have started to work with, in order to take our high standards to another level. It also lets us immediately see if there are any issues that we may not be immediately aware of, allowing us to assess and address it as quickly as possible.

I also have to say that the support that Zoe has given us has been amazing.

- Gareth Simpson | Head of Operations
Back to Blog