Wuhan Guo Bie Hui - Satisfaction Survey on the 2019 World Large Health Expo
Company overview
Wuhan International Expo Center is the largest and most functionally comprehensive exhibition and conference venue in Wuhan, operated and managed by Wuhan New City International Expo Center Operations and Management Co., Ltd. Since its opening, the Expo Center has become a key venue in Central China for hosting large-scale exhibitions, conferences, and performances, thanks to its advanced exhibition facilities, professional operations team, and high-quality supporting services. The company consistently adheres to the principle of "service excellence," continuously optimizing exhibition setup support, hardware and software infrastructure, and logistical services to ensure that every event delivers an efficient and satisfactory experience for organizers, exhibitors, and attendees.
Research background
With the rapid development of Wuhan's exhibition economy, the Expo Center faces higher demands in service standards and operational management. In April 2019, the World Large Health Expo (referred to as the "Health Expo"), a major international exhibition hosted by the Wuhan Municipal Government, was held at the Wuhan International Expo Center. This provided a valuable opportunity to evaluate the exhibition service system, identify potential issues, and enhance customer experience. To continuously improve service quality and to scientifically assess the potential for future collaboration with government on similar large-scale events, the Expo Center commissioned a systematic satisfaction study during the event. The study aims to comprehensively understand the actual feedback from various stakeholders.
Research scope
In 2019, CEIDEA Research was commissioned by Wuhan New City International Expo Center to conduct a multi-perspective satisfaction study during the World Large Health Expo. The research targeted three core groups: the exhibition organizing committee (through in-depth qualitative interviews), exhibitors, and visitors (through quantitative questionnaire surveys). It systematically collected feedback on actual experiences regarding exhibition setup support, hardware and software conditions, ancillary services, traffic guidance, and logistical response. The study also conducted a quantitative analysis of overall satisfaction and service preferences. Building upon existing service evaluation metrics, this study placed particular emphasis on gathering experiential feedback and recommendations from exhibitors, including their specific experiences, pain points, and suggestions for improvement during the exhibition period, providing more targeted recommendations for service optimization.
Expected outcomes
This satisfaction survey will provide a comprehensive overview of the overall evaluations and segmented feedback from the organizing committee, exhibitors, and visitors during the Health Expo. It will help management identify service strengths and weaknesses, and further clarify improvement directions. The findings will not only provide data-based evidence and actionable recommendations for continuous improvement in exhibition setup and supporting services, but also offer scientific decision support for future potential collaboration with government on hosting similar large-scale exhibitions. This will strengthen the Expo Center's professional image and competitive advantage in the regional exhibition market.
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