Survey shows up service excellence in local wineries

Survey shows up service excellence in local wineries

Visitors to Nelson are getting an excellent cellar door experience along with their wine tasting, according to an independent survey commissioned by the Nelson Winegrowers Association.

Association General Manager, Gisela Purcell, says the mystery shopper survey was judged on various criteria covering staff, service and delivery of information.

“It took note of things like how easy it was to find the cellardoor, initial impressions and the helpfulness of staff - which included how well they were able to talk, not only about their wine, but about things for visitors to do or see in the region.”

The association commissioned the survey to get objective feedback on cellar door service, to identify ‘stand-outs’ and to reveal areas that could be improved.

“The responses were overwhelmingly positive,” Gisela says, “the mystery shoppers were very impressed with the great work that’s going on at our cellar doors.”

Woollaston Estates returned the best survey results and was the winner of the competition, with Brightwater Vineyards runner up.

“Wine tourism is a very important part of the region’s tourism industry, and these two wineries demonstrate how to ensure a positive cellar door experience for our visitors,” Gisela says.

Woollaston Estates General Manager Scott Ingram credits their success in the competition to Cellar Door Manager, Vanessa Paton.

“Vanessa has huge wine knowledge and brings an extra level of professionalism, plus we are very fortunate to have four wonderful staff members at our cellar door,” Scott says. “They are the face of Woollaston – if people have a good experience when they visit the winery, they are more likely to support our brand and bring their friends and family back for repeat visits.”

Brightwater Winery owner, Valley Neale, says they are constantly striving to help visitors have a good time while they are in Nelson, which includes offering information about other activities and attractions.

“We are not just selling wine, we are ambassadors for Nelson - it’s the whole package,” she says. “As we don’t employ cellar door staff our visitors meet one of the owners or the wine maker so they are all intimately knowledgeable about the wine and can answer questions about the vineyard and explain the winemaking process.”

The Nelson Winegrowers Association intends to repeat the survey annually.

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