Federation Square Service Excellence Goulburn River Valley Tourism 7 February 2012

Vision To be recognised internationally as a contemporary world site and Melbourne's inspirational public space

Strategic Objectives Great Place Great Staff Great Delivery Great Business Practice Great Visitor Experiences Great Reputation

Something for everyone ACMI Lounge Arintji Beer DeLuxe Bokchoy Tang The Café at Beer Deluxe Chocolate Buddha Feddish The Grill at Beer DeLuxe Grandstand Hot Dogs Hamburger Bar Il Pomodoro Jolimont Expresso Riverland Bar and Café Taxi Dining Room Time Out Café Transport Cocktail Lounge Transport Hotel ACMI Lounge Arintji Beer DeLuxe Bokchoy Tang The Café at Beer Deluxe Chocolate Buddha Feddish The Grill at Beer DeLuxe Grandstand Hot Dogs Hamburger Bar Il Pomodoro Jolimont Expresso Riverland Bar and Café Taxi Dining Room Time Out Café Transport Cocktail Lounge Transport Hotel The Atrium The Australian Centre for the Moving Image The Ian Potter Centre NGV Australia No Vacancy Project Space NGV Kids Corner NGV Studio Kirra Galleries Our Creative Program The Federation Story Late Night Thursdays 10 Minute Culture Fix ArtPlay (City of Melbourne) The Art of the Brick The Atrium The Australian Centre for the Moving Image The Ian Potter Centre NGV Australia No Vacancy Project Space NGV Kids Corner NGV Studio Kirra Galleries Our Creative Program The Federation Story Late Night Thursdays 10 Minute Culture Fix ArtPlay (City of Melbourne) The Art of the Brick ACMI Store Best of Souvenirs Kirra Galleries NGV Shop 7-Eleven ACMI Store Best of Souvenirs Kirra Galleries NGV Shop 7-Eleven Melbourne Visitor Centre Guided Tours Melbourne Mobility Centre Rentabike Yarra River Cruises Sightseeing Day Tours Itineraries Best of Victoria Melbourne Visitor Centre Guided Tours Melbourne Mobility Centre Rentabike Yarra River Cruises Sightseeing Day Tours Itineraries Best of Victoria Third Party Events Multicultural Festivals Wine Showcase Multicultural Festivals Microbreweries Showcase Book Market Car Club Showcase Tai Chi at Fed Square Classics at Fed Square Classic AFL Clashes School Holiday Program Poetry at Fed Square Fed Cam Fed Ed Third Party Events Multicultural Festivals Wine Showcase Multicultural Festivals Microbreweries Showcase Book Market Car Club Showcase Tai Chi at Fed Square Classics at Fed Square Classic AFL Clashes School Holiday Program Poetry at Fed Square Fed Cam Fed Ed Eat + Drink Culture Shop Experience Events ACG Corporate Services Ikon Cleaning Services Siemans Ticketmaster Wilsons Parking Microhire Quality Event Hire Showtech SBS ACG Corporate Services Ikon Cleaning Services Siemans Ticketmaster Wilsons Parking Microhire Quality Event Hire Showtech SBS Partners

Our Service Goal to be widely recognised for providing exceptional seamless customer service that will inspire visitors, customers and clients to return time and time again

Customer Service Excellence Program Leadership Alignment Information Feedback Research Improvement drivers

Staff Get Togethers

Customer Service Excellence Awards

Underpinned by research 40+ Business 2,000+ staff 9m visitors pa $140m turnover pa General Feedback Bi-annual visitor survey Victorians perceptions survey Annual tenant satisfaction Event client satisfaction Program specific surveys Annual Staff survey Ad hoc research

Underpinned by research General Feedback

Underpinned by research General Feedback

Underpinned by research General Feedback

Underpinned by research General Feedback

Underpinned by research General Feedback

Underpinned by research 40+ Business 2,000 + staff 9m visitors pa $140m turnover pa Word of Mouth Mystery Shopping Audits Loyalty Zone Program Unsolicited Feedback Print MediaSocial Media Fed Square Visitor Feedback TenantsOther……. Micro Feedback

Underpinned by research Micro Feedback

Underpinned by research Micro Feedback …Fed Square now feels like home…

Underpinned by research Micro Feedback

Underpinned by research Micro Feedback Licensed restaurant: Customers who would definitely come back

Underpinned by research Micro Feedback Licensed restaurant: Percentage of your regular customers have actually recommended you to a friend or colleague

Underpinned by research Micro Feedback Licensed café: Customers who would definitely come back

Underpinned by research Micro Feedback Licensed cafe: Percentage of your regular customers have actually recommended you to a friend or colleague

Underpinned by research NET LOYALTY SCORE % customers in the LOYALTY ZONE % customers in the SATISFIED ZONE (At risk) % customers in the DETRACTOR ZONE Q1 survey+27% 45% 37% 11% Q2 survey+23% 30% 63% 7% Q3 survey+6% 38% 30% 32% Q4 survey+28% 39% 50% 11% Q5 survey+43% 58% 27% 15% Q6 survey+41% 47% 6% < Recommended43%24%6%13%0% Repeat Business86%53%19%13%0% PercentageScoreExplanation of what your score means Promoters 9 & 10Loyal customers who are actively recommending your business. Satisfied 7 & 8Customers who received what was expected but are not actively recommending you. Detractors 6 to 0Customers whose expectation has not been met. Is the source of negative WOM. EG Licensed Restaurant 43% Q vs Q

Tula Harris | Fed Square Pty Ltd Customer Service and Business Improvement Manager Ph E