What do reviewers want from your venue?
No two people are the same, and it’s for this reason that the old saying ‘you can’t please everyone’ came to be. But the results of The Access Survey 2015 showed us that there are some things that can indeed please many people. In December we shared the secret to great accessibility based on these results, and the findings were clear; venues can benefit from providing sufficient information about their accessibility, and this means more than simply saying you have disabled access.
Being accessible is as much about sharing what you don’t have as well as what you do. 75% of the people we asked told us they had encountered inaccurate accessibility information, and that’s the kind of experience that might lead to a bad review of your venue. The best way to avoid this kind of review is to be upfront, informed and as helpful as possible about the disabled access features your venue does and does not have.
What is important to reviewers?
“Physical access is not such an important issue for me as welcome and inclusion. However, I am very aware with other friends and colleagues how important this is. Getting this information easily and in advance makes a big difference”.
We found out that most people who took our survey were more likely to visit somewhere new if they could see pictures of the venue. Pictures are a great way to clearly demonstrate what your disabled access facilities are like, particularly entrances and accessible toilets. Add pictures to your Euan’s Guide listing so that potential visitors will know what to expect.
2. Word of mouth
“I distrust information so often these days. I have often phoned venues to be told oh yes, there’s access for a powerchair…only to find there isn’t and I have made a wasted journey and effort for nothing”.
Hearing about your venue from somebody with similar requirements to themselves plays a big role in influencing whether or not a person decides to visit your venue. Word of mouth and endorsements are a powerful marketing tool, so try to encourage visitors to review your venue on Euan’s Guide and share their good experiences.
3. Accessible loo
Not all venues can accommodate toilets, accessible or otherwise; but if you do have space for an accessible toilet then it’s one of the best features you can have to ensure your disabled guests feel comfortable in your venue. 71% of people who participated in our survey said they would often return to the same places if they had a decent accessible loo. Read our special World Toilet Day feature to find out how you can make the most of your accessible loo and you’ll be impressing reviewers in no time!
4. Getting through the front door
90% of respondents needed to know that they could get into and around a venue before deciding to visit it. There are a variety of things you can do to try to make your venue’s entrance more accessible, including investing in a portable ramp or installing a doorbell to alert staff to a customer who may need assistance into the venue. Inside, a good approach is to maximise space wherever possible, particularly for wheelchair users who may need room to turn around.
5. Friendly staff
“Helpful and well informed staff is the most important aspect. Even if the venue isn’t great, if the staff are helpful then all is well!”
One respondent to the survey told us this and it goes to show how much of a difference good customer service can make to a person’s impression of how accessible your venue is. Even if your venue isn’t physically very accessible, if staff can make the trip to your venue worthwhile this can often turn into a good review on Euan’s Guide. 70% of those we asked said that knowing staff are friendly and helpful influences whether or not they decide to visit somewhere.
6. Somewhere to park
66% of those we asked said that it was important for them to know if they could park nearby and 27% were also concerned about public and community transport, therefore it’s a good idea to be clued up on accessible buses and taxis in your area. If you don’t have your own carpark, try to familiarise yourself with parking regulations on the streets around your venue. Visitors will be grateful for the information you can give them.
The full results of The Access Survey 2015 are available for you to download below: