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Modelos de entregáveis criados para agências

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Supernormal

Customer Feedback Analysis

Birmwood Suites — Guest experience discovery analysis

◆ Whitssmore & Cross

Feedback analysis prepared by Whitssmore & Cross for Birmwood Suites leadership team

Prepared by: Whitssmore & Cross · Client: Birmwood Suites · Period: January–March 2026 · Calls analysed: 24 discovery calls


📊 Overall sentiment summary

Guest sentiment across the 24 discovery calls reveals a broadly positive but uneven experience, with meaningful variations across property locations and guest journey stages. The majority of guests expressed satisfaction with core hospitality touchpoints — particularly staff warmth and physical environment — while procedural friction at booking and check-in stages continues to generate disproportionate dissatisfaction. Isolated negative experiences, though a smaller share overall, were notably intense and centred on consistency issues that suggest operational rather than attitudinal root causes.

SentimentShare of calls
Positive58%
Mixed28%
Negative14%

Illustrative representation of guest sentiment patterns across the January–March 2026 discovery period


🔍 Top recurring themes

Booking experience friction Guests described the online and phone booking processes as unnecessarily complex, with unclear pricing, limited room-type descriptions, and difficulty modifying reservations after confirmation. Mentioned in 19 of 24 calls.

Staff friendliness Front-of-house, concierge, and housekeeping staff were consistently described as warm, helpful, and attentive — a standout positive across properties. Mentioned in 18 of 24 calls.

Room cleanliness inconsistency While many guests reported spotless rooms, a notable minority encountered inconsistent standards — particularly around bathroom fixtures, soft furnishings, and high-touch surfaces — suggesting a gap in quality control between housekeeping teams. Mentioned in 15 of 24 calls.

Restaurant quality Food and beverage feedback was polarised: breakfast service drew strong praise for freshness and variety, while evening dining was frequently described as underwhelming relative to the property's price positioning. Mentioned in 14 of 24 calls.

Check-in/check-out speed Lengthy wait times at front desk — particularly during peak arrival windows on Friday evenings and Sunday mornings — were a recurring frustration. Several guests noted the absence of an expedited or digital check-in option. Mentioned in 13 of 24 calls.


⚠️ Key pain points

Pain PointFrequencySeverityProperties Affected
No mobile or self-service check-in option13 of 24 callsHighBath, Edinburgh, Oxford
Inconsistent room preparation standards15 of 24 callsHighEdinburgh, Leeds, Bath
Booking modification process requires phone call11 of 24 callsMediumAll properties
Evening restaurant menu perceived as poor value10 of 24 callsMediumBath, Oxford

✅ Positive feedback patterns

Staff attentiveness and warmth was the single most praised aspect of the Birmwood Suites experience. Guests across all four properties specifically named front desk and concierge team members, describing interactions as personalised and genuine — a differentiating quality compared to other properties in the same tier. Mentioned in 18 of 24 calls.

Breakfast service and food quality received strong and consistent praise. Guests noted the variety, freshness, and presentation of the breakfast offering, with several describing it as a highlight of their stay. The Edinburgh property was singled out for its locally sourced menu. Mentioned in 16 of 24 calls.

Physical environment and interior design — particularly the communal areas, spa facilities, and room aesthetics — were cited as exceeding expectations. Guests frequently used language like "beautifully designed" and "felt like a proper luxury stay." Mentioned in 14 of 24 calls.

Spa and wellness facilities at the Bath and Oxford properties drew specific commendation, with guests describing treatment quality and facility condition as among the best they had experienced at comparable UK boutique hotels. Mentioned in 9 of 24 calls.


💬 Direct quotes

"The staff genuinely made the trip. The woman on reception remembered my name on day two — that never happens anymore." — James Whitfield, Business Stay, Birmwood Suites Edinburgh

"The spa was incredible but the check-in process took 25 minutes — I nearly left." — Rachel Dunn, Weekend Stay, Birmwood Suites Bath

"Breakfast was exceptional. Dinner felt like an afterthought. It's a shame because we wanted to stay on-site both evenings but ended up going out." — Priya Menon, Leisure Break, Birmwood Suites Oxford

"Honestly the rooms were stunning — the second room. The first one had damp towels left by the previous guest. They moved us immediately and apologised, but it set the tone for the first hour." — Sarah Okonkwo, Long Weekend, Birmwood Suites Leeds


📋 Recommended actions

RecommendationPriorityOwnerTarget Date
Implement digital / mobile check-in across all propertiesHighOperations DirectorMay 2026
Introduce a standardised room inspection checklist with sign-off protocolHighHead of HousekeepingApril 2026
Redesign booking modification flow to allow self-service online changesHighDigital & Technology LeadJune 2026
Revise evening restaurant menus with updated pricing tiers and seasonal rotationHighF&B ManagerMay 2026
Deploy post-stay feedback survey (automated, triggered 24hrs after checkout)MediumCRM / Guest Experience LeadApril 2026
Create a staff recognition programme linked to guest commendationsMediumHR / People TeamMay 2026
Audit housekeeping rotas to identify training gaps by propertyMediumHead of HousekeepingApril 2026
Develop premium upsell pathway for spa guests at point of bookingLowRevenue & Sales TeamJuly 2026

◆ Whitmore & Cross · whitmoreandcross.com · Confidential

Análise de feedback do cliente
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Supernormal

Weekly decisions summary

Bramblework Studio — Week of 24 February 2026

Decisions consolidated from 14 meetings across 3 active client projects

Studio: Bramblework Studio · Week: 24 Feb – 28 Feb 2026 · Meetings reviewed: 14 · Decisions logged: 18


📋 Week Overview

A decision-heavy week across all three active client projects, with 14 meetings driving 18 logged decisions — the studio's most productive sprint to date in Q1 2026. Fernwick Fitness reached a major milestone as the mobile app's navigation architecture was locked in following two rounds of user testing review, clearing the path for build handoff. Kettlevale Bakery's website overhaul accelerated with three design critique sessions that resolved the homepage direction and content hierarchy. Internally, the team formalised two operational changes that will take effect from March, bringing greater structure to design reviews and project delivery tracking.


Decisions by Project

Fernwick Fitness — Mobile App Redesign

  1. Navigation pattern confirmed — Bottom tab bar chosen over hamburger menu based on user testing results showing a 34% improvement in task completion rate. (Client review, 25 Feb)

  2. Onboarding flow reduced to three screens — Original five-screen onboarding condensed following client feedback that drop-off metrics from the prototype were too high. (Product walkthrough, 24 Feb)

  3. Colour system locked to brand palette v2 — All UI components will use the updated palette delivered by Fernwick's in-house team; no custom overrides permitted. (Design review, 26 Feb)

  4. Push notification opt-in deferred to post-launch — Feature descoped from MVP to avoid App Store review delays; will be introduced in v1.1. (Scope alignment call, 27 Feb)

  5. Handoff to development scheduled for 10 March — Design files, component documentation, and motion specs to be delivered in a single Zeplin handoff package. (Project sync, 28 Feb)


Kettlevale Bakery — Website Overhaul

  1. Homepage hero confirmed — Full-bleed bakery photography with overlaid text chosen, replacing the previous auto-playing slider concept following poor usability feedback. (Design critique, 26 Feb)

  2. Menu page to use filterable card grid — Product categories will be filterable by dietary requirement; static list layout abandoned after client requested accessibility improvements. (Content planning session, 25 Feb)

  3. Photography brief approved — Studio-sourced photographer commissioned for a half-day shoot on 6 March; shot list signed off by the Kettlevale marketing lead. (Client call, 27 Feb)

  4. CMS platform confirmed as Webflow — Decision finalised after comparing Webflow against Squarespace and WordPress; client's team will manage content post-launch with a training session included. (Tech scoping meeting, 24 Feb)


Internal — Studio Operations

  1. Adopted Figma branching — All active projects will use branch-based design reviews from 1 March onwards, reducing the risk of overwriting approved work during iteration cycles. (Team standup, 24 Feb)

  2. Introduced weekly decisions log — This document format adopted as a standing studio process; PM to own and distribute each Friday before 5pm. (Ops review, 24 Feb)

  3. Junior designer role posted — Job description finalised and listing published on Contra and LinkedIn; target start date of late April to support Q2 capacity. (Hiring discussion, 26 Feb)


⏳ Pending Items

ItemBlockerDecision Needed ByOwner
Fernwick — Accessibility audit scopeWaiting on client to confirm budget approval for third-party auditor4 Mar 2026Jamie R.
Kettlevale — Navigation depth (2 vs 3 levels)Pending sitemap sign-off from Kettlevale stakeholder group5 Mar 2026Priya S.
Internal — Project management tool migrationEvaluating Linear vs Notion; team trial period ends 6 March9 Mar 2026Marcus T.
Fernwick — App Store listing copyRequires approved screenshots from final UI; blocked on design freeze12 Mar 2026Jamie R.

👤 Owners and Deadlines

DecisionOwnerDeadlineStatus
Fernwick navigation pattern confirmedPriya S.25 Feb 2026Complete
Fernwick onboarding flow reducedPriya S.24 Feb 2026Complete
Fernwick colour system lockedPriya S.26 Feb 2026Complete
Fernwick push notifications deferredJamie R.27 Feb 2026Complete
Fernwick dev handoff scheduledJamie R.10 Mar 2026In Progress
Kettlevale homepage hero confirmedMarcus T.26 Feb 2026Complete
Kettlevale menu filterable gridMarcus T.25 Feb 2026Complete
Kettlevale photography brief approvedMarcus T.6 Mar 2026In Progress
Kettlevale CMS confirmed as WebflowMarcus T.24 Feb 2026Complete
Figma branching adoptedAll1 Mar 2026In Progress
Weekly decisions log introducedJamie R.28 Feb 2026Complete
Junior designer role postedMarcus T.28 Feb 2026Complete
Fernwick accessibility audit scopeJamie R.4 Mar 2026Pending
Kettlevale navigation depthPriya S.5 Mar 2026Pending
PM tool migration decisionMarcus T.9 Mar 2026Pending
Fernwick App Store copyJamie R.12 Mar 2026Pending
Kettlevale photography shootMarcus T.6 Mar 2026In Progress
Fernwick dev handoff packagePriya S.10 Mar 2026In Progress

🎯 Priorities for Next Week

  • Complete Fernwick design freeze — All screens must be approved and motion specs documented ahead of the 10 March handoff; no new change requests accepted after 6 March.
  • Resolve Kettlevale navigation depth — Stakeholder sign-off on sitemap is the critical path item blocking page template builds; escalate if no response by Tuesday 3 March.
  • Commission and brief photographer for Kettlevale shoot — Final shot list and logistics confirmed; creative direction document to be shared with photographer by Monday 2 March.
  • Conclude PM tool trial and call a decision — Team to submit individual notes on Linear vs Notion by Thursday 5 March so Marcus can make the final call before the deadline.
  • Begin onboarding prep for junior designer hire — Draft onboarding checklist, tool access list, and first-week project brief so the role is ready to activate upon offer acceptance.
Resumo das decisões semanais
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Supernormal

Content ideas from Workshop

Silverpeak Outdoor Co — LinkedIn campaign content calendar

Content ideas generated from brand workshop held 28 February 2026

Agency: Tanglewood Digital · Client: Silverpeak Outdoor Co · Platform: LinkedIn · Campaign period: April–June 2026 · Ideas generated: 8


Blank sticky notes ready to be filled — the starting point of every good content sprint.


📝 Workshop themes

Sustainability without preaching The team agreed content should show Silverpeak's environmental commitment through tangible actions and product design choices rather than lecture-style messaging. Lead with what the gear does, and let the values speak through specifics.

Gear that earns its place Every piece in the Silverpeak line has a functional story — materials chosen for a reason, construction tested in the field. Content should surface that decision-making process to build trust with gear-literate audiences.

The in-between moments matter Not every post needs to be a summit shot. The workshop surfaced strong appetite for content about transitions — the drive to the trailhead, the meal after a hard day, the moment you decide to go lighter. These resonate with working professionals who outdoor on their own terms.

Versatility as a lifestyle, not a feature Silverpeak customers aren't one-dimensional. They're in the office Monday, on a ridge Friday. Content should reflect and affirm that identity rather than positioning outdoor life as an escape from real life — it is real life.

Community over aspiration Rather than projecting an unattainable image, the brand wants to build belonging. Content should invite response, show real use cases, and make the audience feel seen — not outclassed.


💡 Content ideas

#Working TitleFormatTarget AudienceThemePriority
1"Trail to Office: One Jacket, Two Lives"VideoUrban Outdoor LifestyleVersatilityHigh
2"What's Actually in Your Pack?"CarouselUltralight BackpackersGear transparencyHigh
3"Why We Switched to Recycled Shell — and What We Had to Give Up"ArticleUltralight BackpackersSustainability without preachingHigh
4"The 4pm Friday Feeling"VideoUrban Outdoor LifestyleThe in-between momentsHigh
5"How We Test: 6 Months on the Same Seam"CarouselUltralight BackpackersGear that earns its placeHigh
6"Your Go-To Spring Layer: What's Yours?"PollWeekend HikersCommunity over aspirationMedium
7"Pack Once, Wear Everywhere — A Spring Capsule"InfographicUrban Outdoor LifestyleVersatilityMedium
8"The Hidden Weight Nobody Talks About"ArticleWeekend HikersGear transparencyMedium

📅 Suggested posting schedule

April — 3 posts per week, Mon / Wed / Fri

PostPublish DateWorking TitleFormat
1Mon 1 Apr"Trail to Office: One Jacket, Two Lives"Video
2Wed 3 Apr"What's Actually in Your Pack?"Carousel
3Fri 5 Apr"Why We Switched to Recycled Shell"Article
4Mon 8 Apr"The 4pm Friday Feeling"Video
5Wed 10 Apr"Your Go-To Spring Layer: What's Yours?"Poll
6Fri 12 Apr"How We Test: 6 Months on the Same Seam"Carousel
7Mon 15 Apr"Pack Once, Wear Everywhere — A Spring Capsule"Infographic
8Wed 17 Apr"The Hidden Weight Nobody Talks About"Article

Note: All 8 ideas are distributed across 3 weeks of April with no gaps. Video content should be scheduled with at least 3 weeks of production lead time.


🎯 Priority ranking

RankWorking TitleFormatRationale
1"Trail to Office: One Jacket, Two Lives"VideoBridges both audiences with the highest share potential on LinkedIn.
2"The 4pm Friday Feeling"VideoRelatable emotional hook ideal for building early algorithmic momentum.
3"What's Actually in Your Pack?"CarouselCarousel dwell time drives high-intent engagement from vocal brand advocates.
4"Why We Switched to Recycled Shell — and What We Had to Give Up"ArticleFrank framing earns credibility and comments with gear-literate audiences.

Tanglewood Digital · tanglewooddigital.com · hello@tanglewooddigital.com

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