VISITOR AUDIT + ASSESSMENT
Our expert, detailed analysis of visitor experiences will offer new, custom insights on your DTC business, and help you identify exciting opportunities for the future.
The winery experience space is becoming increasingly competitive, and the customer base is more discerning. Wineries today can’t afford missteps that might impact new and repeat customers. It’s essential to put your best and most authentic foot forward. But how much do you really know–or not know–about the actual experience your visitors have in visiting your property and interacting with your brand?
Created and conducted by Full Cup Solutions Principal Amanda Wittstrom Higgins and our team of assessors, the multi-phase Visitor Audit + Assessment program reviews critical aspects of your businesses’ direct-to-consumer operations, evaluating the overall level of hospitality and customer service across all departments.
WHAT’S INCLUDED:
Business Self-Evaluation and Informational Survey
1-1 Business Discovery & Overview Session (45 minutes)
Customized Audit + Assessment Results Report
1-1 Debrief and Recommendations Session (75 minutes)
HOW IT WORKS:
Over the course of multifarious and strategic visits, our anonymous reviewers—trained by Amanda and representing varied customer profiles, industry expertise, and perspectives—will visit your property to assess the DTC experience utilizing our unique 150+ point inspection focusing on over a dozen of the most critical categories of the visitor experience and scoring systems, as well as additional notes and findings.
12+ FOCUS CATEGORIES
Booking the Experience
Approach and Arrival
Hospitality Center Exterior
Check-in
Hospitality Center Interior
Brand Continuity
Tasting Experience
Host and Staff Presentation
Wine Club Acquisition
Closing the Sale
Restroom Facilities
Non Tasting Guests
Digital Communication and Follow-up
Upon completion of the assessment, your results will be compiled, analyzed, and visualized in both a custom report and a personalized debrief session. The debrief session will offer a comprehensive analysis of relevant findings as well as suggestions for improving customer experience, business operations, and profitability.
Why it’s unique: Our goal is to identify areas of opportunity for businesses via the kind of candid, guest experience-based review that you may not have received before. By evaluating the entire customer experience from start to finish with the trained eyes of our experienced assessors, you’ll gain new insights on how to offer a more compelling—as well as profitable—visitor experience in this increasingly competitive market. This process improves both internal and external transparency and spotlights actionable insights and accountability.
Your assessment team: Reviewers represent the varied and unique visitors your business is likely to encounter. This includes customers of varying demographics, apparent wine knowledge and group size, as well as diverse viewpoints and visitation goals. Our reviewers come from all walks of the alcohol beverage and hospitality industry, but all have extensive knowledge in marketing, business and hospitality operations. Your visitor experience will be assessed through the lens of a broader industry insight.
Different tiers based on needs and budget: Depending on your goals, the Visitor Audit + Assessment can offer a deeper analysis, more detailed business strategy and even an ongoing maintenance check-in plan beyond the initial assessment process. Our tiered offerings will ensure that your areas of interest and concern are addressed in a package that’s appropriate to your needs and budget.
Amanda’s expertise: Amanda draws on decades of experience in all aspects of the alcohol beverage business— from DTC, DEI, national distribution and operational streamlining to social media, international wine travel, marketing and in-person and digital events.
Costs and Expenses: Depending on the needs of your organization a Visitor Assessment and Audit plan will crafted be to meet your needs. Pricing ranges depending on depth of analysis and number of assessments required. Expenses associated with each visit will be invoiced to client. Services may be limited on geographical regions, travel stipends may be required.