How the daily habits behind Ōpuke Thermal Pools and Spa’s standout service mean they never settle
From day one, Ōpuke aimed to deliver an exceptional guest experience. With a General Manager who’s been in the tourism game for years leading the way, they wanted to avoid getting comfortable with “good enough.” They needed a way to uncover honest, detailed feedback and spot small issues to support their commitment to excellence.
What they did
Ōpuke collects guest emails at booking or reception and using the Get Smart platform, sends their expert-crafted post-visit survey. The response rate is strong, with detailed comments that provide real insight. Every morning, the team shares feedback during a brief stand-up, recognising staff with coffee vouchers when mentioned. Neutral or negative feedback triggers instant alerts for fast follow-up. The leadership team tracks improvement ideas and assigns actions across the business. The survey also includes a marketing opt-in, steadily growing their email list. While public reviews are monitored, Ōpuke values private feedback for its honesty, especially about small details online reviews often miss.
Impact
Ōpuke now has an extremely effective system that keeps them sharp. Staff feel valued, issues get fixed fast, and guests rave about their time there. All of this, without needing a dedicated team or complicated tools.
“Our guests frequently leave feeling rejuvenated and relaxed, and Get Smart gives us honest, detailed feedback privately and regularly. It helps us keep improving instead of becoming complacent.”
Maeghan Pearce
Marketing Lead
Ōpuke
