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Rochester Experience Accreditation

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WHY EXPERIENCE ACCREDITATION?

Becoming accredited certifies and endorses your business as meeting the high quality standards of Experience Accreditation will:

Differentiate you as a business of choice that goes above and beyond to offer a quality customer experience that accommodates guests of all needs.
Increase customer trust and recognition of your services.
Provide increased visibility and support of your business through media, web, and social media outlets.
Assist in making Rochester a global medical destination.

HOW IS THIS PROCESS RELATED TO THE DESTINATION MEDICAL CENTER (DMC) INITIATIVE?

The Experience Accreditation process is part of the overall DMC plan to help Rochester, Minnesota stay competitive in the worldwide healthcare market and promote it as a global medical destination. Accreditation allows the city to create an exceptional world-class experience for Mayo Clinic patients and Rochester visitors that has no equal.

WHO IS THE ACCREDITING BODY?

Experience Rochester is, ultimately, responsible for accreditation of all businesses. The Experience Accreditation Oversight Committee, comprised of local organization and business leaders is responsible for reviewing all applications, handling service issues, and monitoring compliance. Experience Rochester staff will serves as the administrator of Experience Accreditation by collecting and holding all accreditation data, managing the online and administrative tools, and sending application data to the committee for review.

WHO IS ELIGIBLE FOR EXPERIENCE ACCREDITATION?

All businesses interested in accreditation must be located within the Rochester city limits. For additional criteria specific to the type of business applying for Experience Accreditation, see the application form(s) at the Experience Rochester Partner Extranet
Eligible business types include: Transportation, Restaurants, Hotels, Retail

WILL THIS PROCESS COST MY BUSINESS MONEY AND EMPLOYEE TIME?

There is no fee to apply to become accredited. While there will be some cost and time involved for all businesses that pursue Experience Accreditation, the actual cost will vary depending upon how much of the criteria your business already meets. Costs involved include actual dollars used to meet criteria such as employee time in completing CPR training and Certified Tourism Ambassador™ training. The time is dependent upon the size and type of business. However, the return on your investment lies in increased exposure, traffic, and referrals for your business.

WHAT DOES THE EXPERIENCE ACCREDITATION PROCESS ENTAIL?

All businesses seeking Experience Accreditation must complete an at the Experience Rochester Partner Extranet.  
While specific requirements vary dependent upon the type of business applying for Accreditation, they include: 

Unannounced audits focusing on the overall customer experience.
Compliance with resolving service issues within a specified time period.
Being in good standing with the appropriate city and county agencies.
Having staff certified in CPR training.
Training employees as CTAs™ within a specified period of time.
Meeting other eligibility criteria business category.

DO ALL OF MY EMPLOYEES NEED CTAS™ TRAINING BEFORE I CAN BE ACCREDITED?

No. Depending upon the type of business, your business may be required to train up to 100% of its front-line employees and will be given a timeframe for accomplishing this goal.

HOW WILL MY BUSINESS BENEFIT FROM EXPERIENCE ACCREDITATION?

Accredited businesses are considered preferred partners who receive:

Recognized as a member of the Experience Accreditation Alliance.
Increased exposure through enhanced online listings on Experience Rochester's website. 
Improve guest satisfaction both internal and external, due to stronger, more knowledgable and efficient (certified) staff.
Access to attend educational workshops provided by Mayo Clinic and the Rochester hospitality industry.
Enhanced marketing due to the usage of the Experience Accreditation logo.
Free access to Experience Rochester's API.
Communication regarding visitor and patient trends.
Receive access to a collection of guest feedback through the service remark portal.

Receive an Experience Index report comparing our destination's service to others and an Experience Score Card report comparing our destination's service against the consumer driven standards. 

WILL THIS BE A ONE-TIME THING OR WILL I NEED TO GO THROUGH THE PROCESS TO RENEW?

Renewal is an annual process with no fee. The Experience Accreditation Oversight Committee will review the once-a-year, secret-shopper experience for your business along with customer comments and complaints, as well as ensure that all appropriate licensures and certificates are up-to-date.

HOW WILL THE PUBLIC BE NOTIFIED OF MY ACCREDITATION?

The Experience Accreditation Oversight Committee will send quarterly news releases announcing Rochester-area businesses that attain accreditation. In addition, accredited businesses will gain exposure via the Experience Accreditation and Experience Rochester website. Businesses attaining accreditation receive permission to use the Experience Accreditation logo in promotional materials and within physical displays.

WHERE DO I GO TO LEARN MORE OR GET ACCREDITED?

Trainings and online information are available. Contact Experience Rochester at 507-288-4331 or info@minnesotasrochester.com.