Case Study Thorpe Park

For the future of Thorpe Park, I would recommend that they could do a google street maps view of the entire park and the front row seat of all the roller coasters. By adding this feature to their website they would increase their customer numbers, this is because people would be able to see the layout of the park, so that they have an idea of what is there, before they arrive; this would also mean that people won’t get lost, whilst in the park. By having a google maps street view of the front row seats of all of the roller coasters, customers would be able to experience what they are like before they go on them, so then when they reach the queue of the roller coaster, they won’t ‘freak out’ and turn back! The way they would put this in place,
By adding, more of these help desks, customers would be able to go to them, to either ask for general help/advice. Or to complain. Furthermore by having these help desk, this would free up Thorpe Parks feedback customer service support, through email or telephone. The way they would put this in place, is by building more help desks, then either using staff already employed or employing more staff to be placed at these help desks. The implications for the business is that, Merlin Entertainments would have to pay for these help desks to be built, furthermore, if they employed more people to run these help desks, then, they would have to pay their wages. The ultimate benefits for the consumers would be, that they would be able to go to these help desks, to seek advice and information, at these help desks, they would give you maps of the park, so that the customers would know where to go. Moreover the consumers would be able to complain, about any experiences that they have endured. The ultimate benefits for the business is that, this would help make Thorpe Park to be seen as a company that cares about their customers, also that they are helpful towards the customers, and finally free up the complaints line; if this complaints number is busy, which in Thorpe Parks terms, I wouldn’t believe it would
By adding this feature to front of the park, customers would be able to print off their, pre-booked tickets, by typing a reference number in, or scanning a barcode. Furthermore these ticket desk would also be able to buy tickets on the day, so that this would free up the long queues for people who haven’t brought their tickets beforehand. The way they would put this in place, is by re-structuring the front of the park, so that they could put the self-service ticket desks alongside the others. Then creating queue barriers towards the self-service machines, furthermore from a signage perspective they would need to create new signs that state there are these machines available for customers to use. The implications of bringing a new electronic system is that, in the long run the system would be very helpful and will decrease the long queueing times that are there, when people queue on the day to get their tickets. Although in the short run, where the system is first installed there may be technical issues or faults to the machines, furthermore people may not understand that there are new machines to decrease the queuing times, thus Thorpe Park would have to create new signage, so that people understand there are machines to help. Also people may not understand how to use them so, it will take time for people