{"id":607,"date":"2024-09-13T10:55:17","date_gmt":"2024-09-13T09:55:17","guid":{"rendered":"https:\/\/blogs.kent.ac.uk\/student-news\/?p=607"},"modified":"2025-10-06T10:56:04","modified_gmt":"2025-10-06T09:56:04","slug":"enhancing-visitor-feedback-systems-at-canterbury-cathedral-a-data-driven-approach-by-abhay-singh","status":"publish","type":"post","link":"https:\/\/blogs.kent.ac.uk\/student-news\/2024\/09\/13\/enhancing-visitor-feedback-systems-at-canterbury-cathedral-a-data-driven-approach-by-abhay-singh\/","title":{"rendered":"Enhancing Visitor Feedback Systems at Canterbury Cathedral: A Data-Driven Approach by Abhay Singh"},"content":{"rendered":"

Canterbury Cathedral, renowned for its rich history and architectural grandeur, is always looking for ways to improve its visitor experience. As part of the University of Kent\u2019s <\/span>Student Impact Challenge,<\/span> Abhay Singh, a Business Administration student, took on a project to revolutionise the way the Cathedral captures and analyses visitor feedback.<\/span>\u00a0<\/span>Previously, Canterbury Cathedral relied on platforms like Google, TripAdvisor, and Facebook to read visitor feedback but had no means of capturing data or conducting detailed analysis. There was a significant gap in understanding visitor demographics such as ages, origins, and detailed sentiment insights, which could be leveraged to improve the overall visitor experience.<\/span>\u00a0<\/span><\/p>\n

Project Overview<\/span><\/b>\u00a0<\/span><\/p>\n

In January 2024, Abhay embarked on this ambitious project under the guidance of Georgina Grubb, Head of Visitor Experience at the Cathedral. The objective was clear: to devise a method to capture and analyse visitor feedback in a structured and actionable way, allowing the Cathedral to identify trends and improve its services based on real data.<\/span>\u00a0<\/span><\/p>\n

Abhay\u2019s first task was to collect over 7,000 reviews from TripAdvisor and Google Reviews using web scraping techniques. This raw data formed the foundation of a comprehensive exploratory data analysis (EDA) and sentiment analysis. The use of Python for data analysis, combined with Excel for data cleaning and transformation, allowed Abhay to meticulously refine the data into insightful metrics.<\/span>\u00a0<\/span><\/p>\n

A Data-Driven Solution<\/span><\/b>\u00a0<\/span><\/p>\n

The project\u2019s culmination was the development of a Power BI dashboard that visually presented the analysis and key insights from the feedback. This dashboard served as a crucial tool for the Cathedral\u2019s management, offering a clear overview of visitor sentiment and highlighting areas for improvement. The dashboard also provided metrics like the Net Promoter Score (NPS), which measures visitor satisfaction and loyalty.<\/span>\u00a0<\/span><\/p>\n

“Through web scraping, I was able to collect over 7,000 reviews. I used exploratory data analysis and sentiment analysis to uncover patterns and trends within the feedback, helping the Cathedral identify areas for improvement,”<\/span><\/i> Abhay explained. <\/span>“The creation of the Power BI dashboard allowed the Cathedral team to visualise these insights and make informed decisions.”<\/span><\/i>\u00a0<\/span><\/p><\/blockquote>\n

The dashboard not only offered a visual representation of the feedback but also allowed the management team to track specific patterns, including visitor satisfaction across various touchpoints within the Cathedral experience.<\/span>\u00a0<\/span><\/p>\n

Practical Learning and Career Growth<\/span><\/b>\u00a0<\/span><\/p>\n

Reflecting on the project, Abhay emphasised how this experience enhanced his technical and analytical skills. The project involved a combination of Python, Excel, and Power BI, providing him with real-world experience in data collection, cleaning, and visualisation.<\/span>\u00a0<\/span><\/p>\n

“This experience required me to engage technical skills in data analysis, Excel, and data visualisation but also underscored the importance of delivering impactful insights under tight deadlines,”<\/span><\/i> Abhay noted. <\/span>“The project significantly enhanced my practical experience, and I now have a solid example of my analytical capabilities for future interviews and career opportunities.”<\/span><\/i>\u00a0<\/span><\/p><\/blockquote>\n

Abhay\u2019s work is a testament to how real-world projects can equip students with practical skills that have lasting impacts, not just on their careers but also on the organisations they work with. His efforts have provided Canterbury Cathedral with a crucial tool to continuously monitor and enhance the visitor experience based on actionable insights.<\/span>\u00a0<\/span><\/p>\n

A Step Forward for Visitor Experience at Canterbury Cathedral<\/span><\/b>\u00a0<\/span><\/p>\n

This project, part of the <\/span>Student Impact Challenge<\/span><\/b>, demonstrates the value of student-led initiatives in solving real-world challenges. Abhay\u2019s work has given Canterbury Cathedral a deeper understanding of visitor sentiment and has laid the groundwork for future improvements. By capturing key visitor data and analysing feedback in a structured way, the Cathedral can now implement changes that are directly informed by visitor experiences.<\/span>\u00a0<\/span><\/p>\n

The <\/span>Student Impact Challenge<\/span><\/b> continues to offer University of Kent students the opportunity to apply their academic knowledge in meaningful, impactful ways within the community, gaining invaluable experience along the way.<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Canterbury Cathedral, renowned for its rich history and architectural grandeur, is always looking for ways to improve its visitor experience. As part of the University … Read more<\/a><\/p>\n","protected":false},"author":78384,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[223276],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/posts\/607"}],"collection":[{"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/users\/78384"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/comments?post=607"}],"version-history":[{"count":1,"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/posts\/607\/revisions"}],"predecessor-version":[{"id":608,"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/posts\/607\/revisions\/608"}],"wp:attachment":[{"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/media?parent=607"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/categories?post=607"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/student-news\/wp-json\/wp\/v2\/tags?post=607"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}