Partnering With Parkdean Resorts to Elevate Customer Experience
Since early 2025, we’ve partnered with Parkdean Resorts - one of the UK’s largest holiday park operators, known for its 66 coastal and countryside locations - to support their ongoing commitment to delivering exceptional customer experience. Our work includes a comprehensive video and telephone mystery shopping programme, alongside regular assessments of their contact centre performance.
Full Customer Journey Mystery Shopping Programme
One of the most insightful waves to date involved evaluating the entire customer journey, from the initial enquiry through to the sales and buying process, culminating in the purchase of caravans. This end-to-end mystery shop provided Parkdean Resorts with invaluable, real-world insights into service quality, enabling continuous improvement across every touchpoint.
Parkdean Resorts’ Commitment to CX Shines Through: Q2 2025 Finalist Maisie Willis
Parkdean’s dedication to improving customer experience through our video mystery shopping programme has been clearly reflected in their team’s performance - most notably in the success of Maisie Willis, from Parkdean Resorts, Highfield Grange. Maisie was named our Q2 2025 BMS® Champion Finalist following an outstanding video mystery shop, demonstrating the strength of Parkdean’s focus on training, consistency, and authentic customer connection.
Maisie Willis being presented with her Q2 finalist trophy by Kristian Evans, National Sales Director at Parkdean Resorts.
At just 22, Maisie’s passion for people and her authentic, relationship-focused sales approach truly set her apart. She prioritises genuine connection over the “hard sell,” and it shows. Her enthusiasm for Parkdean is unmistakable - from sharing her own holiday memories to sending “carivanniversary” cards a year after purchase, she consistently goes above and beyond to make every customer feel valued.
Watch her full interview to hear her inspiring story ⬇️
About The BMS® Champions Competition
The BMS® Champions competition celebrates excellence in customer experience across the UK’s video and telephone channels. Powered by over 100,000 annual mystery shops, the programme recognises outstanding service through monthly spotlights, quarterly semi-finalists, and one overall Grand Champion, who receives £1,000 in John Lewis vouchers and the prestigious BMS® Champions Trophy.
