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On Target

Average TripAdvisor rating for major park venues

Livability | Desired Measure Result: Above Target

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The target TripAdvisor rating is 4 out of 5 stars, signifying that all venues exceed expectations. The city tracks these ratings for all of the special use facilities it operates in the Park and Recreation Department: the Fort Worth Botanic Garden (which includes the Japanese Garden), the Fort Worth Nature Center and Refuge, and the Log Cabin Village. Tracking customer satisfaction through TripAdvisor, Google, Yelp and Facebook is important as it provides visitor-generated evidence for the customers' level of satisfaction with the venue and the services and programs being offered. TripAdvisor reviews are the most easily tracked monthly on its management platform, but all sources of reviews are utilized to improve customer satification and employee performance. TripAdvisor also utilizes its own algorithm to analyze and aggregate reviews in order to award high performing venues with an annual Certificate of Excellence. The number of ratings vary per month per venue, but provide enough data for statistical calculation over time. 

The city began tracking TripAdvisor ratings in July 2015. Since that time, ratings remain consistently above the goal of 4 out of 5. Reviews on TripAdvisor (and all other online platforms/evaluations/surveys) are used to enhance existing services and develop new services where appropriate. Results are compiled and reported monthly, and staff are advised of any comments that they can address to improve customer satisfaction.