Guest Experience Review for Wooli SUPset Tours

This report provides an analysis of the guest experience offered by Wooli SUPset Tours (“WST”). Using firsthand interactions with the stand-up paddled boarding experience offered by WST, together with concepts and theories founded in customer experience and customer journey mapping, this report provides an analysis of the overall experience. In engaging with the experience offered by WST, both positive and negative aspects are discussed, along with a range of recommendations and suggestions aimed at increasing the overall experience. The results presented within this report are based on observational data collected as part of the author’s participation in a stand up paddle board tour with WST over a one-and-a-half-hour period from 4:45pm on Thursday 13th July 2022. While the owner and operator of WST was aware of the authors presence on the tour, the offer to provide a report was not made until after the completion of the tour. Secondary research was undertaken to investigate Stellar Water Sports Wooli, a previous stand up paddle board operator in the local area as well as other water sport experience businesses from across Australia. Through these investigations, each component of the WST experience has been analysed with observations and recommendations made for each component of the experience. As this is a new business it is also noted that there are some elements of the experience yet to be developed and these are noted and suggestions offered throughout this report.