Case Study: Historic Royal Palaces boosts visitor satisfaction and scale with Smartify hybrid visitor guides

Historic Royal Palaces achieves over 7% visitor guide take-up with Smartify

Historic Royal Palaces (HRP), an independent charity managing several UK palaces, faced challenges with its traditional device-based audio guides due to high visitor numbers and logistical issues with distribution and collection. They sought a hybrid model to introduce a Bring Your Own Device (BYOD) option and wanted to explore a mobile guide that could be distributed pre-visit to improve the experience and potentially ease crowding.

Smartify collaborated with HRP to create a custom-branded BYOD visitor guide web-app. The solution included multi-lingual tours, live event information, and integrated surveys. Smartify also provided WiFi testing, staff training, and implementation support. The results exceeded expectations, achieving a 7% take-up rate against a 6% goal, a 94% satisfaction rating, and a Net Promoter Score of 7.35, proving the hybrid model increased visitor satisfaction and provided greater scale and resilience.

Historic Royal Palaces (hrp)