St Catharine’s College, Cambridge won the award for Best Overall Customer Experience in the Overnight Accommodation Category at the 2024 Mystery Shop Awards organised by the Cambridge Business Improvement District (BID).
For most of the year, St Catharine’s is home to a close-knit community of approximately 1,000 students, staff and Fellows. In addition, the College is pleased to welcome overnight guests when bedrooms are available during vacation periods (March–April July–September). The College has invested over £30 million in improving our accommodation and facilities over the last few years, including enhancing the accessibility and sustainability of our historical buildings.
Rob Jonas, Catering & Conference Director at St Catharine’s, accepted the award on behalf of the College and commented:
“We are delighted that St Catharine’s has won this award for best customer experience. This achievement highlights our unwavering commitment to providing a high-quality environment for our overnight guests to enjoy. Our dedicated staff work tirelessly to ensure that everyone feels welcome and comfortable, and this award is a wonderful acknowledgement of their efforts.”
Over the last year, thousands of visitors stayed at St Catharine’s on a bed-and-breakfast basis or as part of a group staying at the College for a conference or summer school. One of these visitors was a mystery shopper who visited St Catharine’s without the College being aware of their connection to the Cambridge BID awards. The mystery shopper’s scores and comments were considered by the judges when picking St Catharine’s as their winner.
The mystery shopper reported:
“All the staff that I came into contact with were helpful and friendly. Everyone seemed to be smiling, and they made good eye contact. If I asked for information, such as directions to somewhere, they were able to give it accurately and quickly. The porter in the Porters’ Lodge was happy and friendly when I arrived and again when I left. They wished me a safe journey home and invited me to return.”