2023 CPAQ Awards

Judges are asked to determine how well the nomination addresses the questions asked and the award criteria (e.g. have all of the questions been answered, and has the appropriate additional information been provided).

Each question, or piece of information requested, will be allocated a score (maximum score included with the question). Judges will score the answer of each question out of that score and give the nomination a total score out of 10 - these scores will be added up (maximum 100 points) and used to the determine a winner.

Questions for judging

1. Park name

2. What have you done to create a culture in your business that encourages great service? (worth up to 10 points)

3. What processes do you employ to ensure consistently great service? (worth up to 10 points)

4. Provide examples of where your park has gone above and beyond for a guest (worth up to 10 points)

5. What are the results of this great service? (worth up to 10 points)

6. What advice do you have for other park operators on being an outstanding host? (worth up to 10 points)

7. Is there anything else you would like the judges to know to assist them with the judging process? (worth up to 5 points)

Other information to be supplied

• Maximum of 5 letters of appreciation from guests (worth up to 10 points)

• Maximum of 5 pieces of evidence of the great service (worth up to 10 points)

• Photo of the team - please supply as a JPG or PNG file (worth 5 points)

• Park logo - please supply as a JPG or PNG file (worth 5 points)

Please note, a nomination may be marked down if all of these items are not included.

With all nominations it is important that the judges can see clear empirical evidence of how the answer addresses the question, not just anecdotal evidence.  Empirical evidence makes it easy for a judge to justify their reasoning in terms of scoring each nomination.

What have you done to create a culture in your business that encourages great service?

Culture is so important in ensuring outstanding service is a consistent expectation in your business.

What do you do to ensure that great service is firmly entrenched in the culture of your business? Provide details and examples to showcase this commitment.

This is where you can include your "why" (the reason you ensure every guest has an amazing experience).

What processes do you employ to ensure consistently great service?

What processes and procedures do you have in place in your business to ensure that each guest gets the same experience?  How do you communicate these with your team?

What changes have you made over time to ensure that these processes and procedures remain relevant and are suitable for your business.

Provide examples of where your park has gone above and beyond for a guest

This is a chance to brag - provide examples where your park has gone above and beyond for a guest/s when they have needed the extra support and/or assistance.

This is a good opportunity to include examples that you offer to all guests that other parks may not offer which get great guest feedback.

What are the results of this great service?

Clearly show the result this great service has had on the business. Focus on areas which can be measured. Look at any customer ratings on review sites including, but not limited to, TripAdvisor, WikiCamps, Booking.com, ReviewPro. Do any of these review sites specifically mention your customer service?

You may also be able to show results from a business perspective, review key metrics such as turnover, occupancy, and RevPAR and include appropriate examples of improvement in your submission.

What advice do you have for other park operators on being an outstanding host?

This is a chance to share any learnings which other park operators could learn from.

Anything else you would like the judges to know

Is there anything else you would like the judges to know to assist them with the judging process?

It is important in any awards application to give as much information as possible and take every opportunity to showcase the achievements of the nominated team. Use this question to provide additional information, this may be why you are proud of the team, the impact it has had beyond guest reviews and financial results, what winning the award would mean to you or something else you feel is important for the judges to know.

Other information to be supplied

It is important that you include each of the items requested in the other information supplied section, this is a chance to get some easy points and in the past has been the difference between the winning nomination and the nomination that came second.

Maximum of 5 Letters of appreciation from guests (worth up to 10 points)

Guest letters and feedback are an excellent way of showing that your park is an Outstanding Host, why not pull out your 5 best letters/emails and include them with your submission?

Maximum of 5 pieces of evidence of the results on your business (worth up to 10 points)

This is an opportunity to provide evidence of the improvement in your business.  You may wish to include extracts of guest feedback, ReviewPro reports, occupancy or revenue reports for your park.

This information should tie into the results you outline in question 5 (What are the results of this great service?)