3. Excellence in Customer Experience – Tours and Attractions

This award will be presented to the Townsville North Queensland Tour or Attraction that delivers the most exceptional visitor experience. This award will focus on hospitality and customer service within the organisation.

The Excellence in Customer Experience award will be judged via a mystery shopper program as well as a short interview process. Entering into this award will provide businesses with a report that monitors and measures service performance and provides advice on how to improve customer retention/loyalty.


 $1,000 Radio Advertising Package with Southern Cross Austereo.

Important Information
  • Business must be listed on the Australian Tourism Data Warehouse (ATDW).

  • Business must be a member of Townsville Enterprise Limited or Tourism Magnetic Island at the time of submitting nomination.

  • A Visitor ‘Cold Call’ will be conducted at some time during the judging timeframe, evaluating the following customer experience elements:

    • clear identification of the business and operator

    • phone manner

    • provision of additional experience information and regional tourism information when requested

    • clear articulation of costs associated with booking

    • ease of booking process

  • At some time during the judging process, two mystery guests will book your tour or attraction to evaluate a visitor experience firsthand. You will receive insights from the mystery shopper experience after the awards have been completed.

  • As this award requires a secret guest experience, the full cost of nomination will be the cost of your product for two people and a nomination fee of $70.00.

  • The cost of your product paid on nomination will be returned to you via a booking.

  • Please note which tour/attraction (if multiple) you would like as the mystery shop and the relevant cost for two people.

Nomination Fee

This category incurs a nomination fee of $70.00, plus the cost of your product for 2 people.

Nomination Form

First Name


Business Name

Business Description 150 words or less

Phone Number


Website Address

Who is your target market (ideal customer)? Example: mention gender, age, characteristics if possible.

Current Listing with Australian Tourism Data Warehouse
Current Member of Townsville Enterprise at time of Nomination

Tour or Attraction you would like mystery shopped, if multiple

Cost of the Tour/Attraction for two people

Email for Nomination and Mystery Shopper invoice to be sent

Tourism & Events

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06:55 PM Jun 12th @TSVEnterprise