Newfoundland and Labrador Product Development Strategy

Qualmark - New Zealand's official quality tourism sitehttp://www.qualmark.co.nz/eligibility.shtmlPage 4 of 45/2/2004criteria based on the business being "fit for purpose"the degree to which the facilities or services are suitethe business's target market(s) and/or the type of visexperience they aim to deliver.• Accommodation assessments are carried out byQualmark's own assessment team. Assessments for tendorsement system are carried out by an externalassessment agency under contract to Qualmark.Customer feedbackCustomer feedback is an important element of the Qualmarprogramme, to validate assessment findings and help identiimprovement opportunities for the operator.Qualmark's onsite assessment takes place on a single day dannual or biannual period. Customers, on the other hand, aexperiencing the product or service on a daily basis and areimportant judges of an operator's performance.Qualmark encourages all forms of feedback from customersand negative - via feedback cards available in star gradedaccommodation, direct contact with the Qualmark office andQualmark's web site. Feedback is noted and forwarded to opso they can see what customers say they're doing right, orthink could be done better.From time to time Qualmark receives complaints from custodisappointed by the service they've received. In these instaQualmark refers the complaint on to the operator encouragito resolve the matter directly with the customer, with a copQualmark. If a significant problem reoccurs, Qualmark seekexplanation from the operator about the circumstances surrthe complaints and agrees corrective actions to be implemethe case of persistent and serious complaints, Qualmark hasability to suspend or terminate an operator's licence if theyunable or unwilling to rectify the problem.Benefits | Success stories | Joining Qualmark | About us | Contact us | FAQ