Case study: Happy Island Water Park

Stand in a queue or book online, either way, you are in for a fantastic time. With several exciting slides and pools, you can bring the whole family for a day out for fun in the sun. At each slide or activity, there is an attendant to assist water park adventurers. After spending time in the wave pools, where you can expect sessions of ocean-like waves, you can calm your nerves in the cafeteria area, where the park offers a variety of food and drink options. This water park is located in Muldersdrift, North of Krugersdorp. Open from 9 am until 6 pm, 7-days a week, and at R99 for kids and R199 for adults, this truly is a service experience not to be missed. The following video provides a tour of the park.

Customer reviews:

Candice- Disgusting, horrible, terrible, pathetic

Horrific experience and will never ever set my feet near this establishment.

Very dirty!!!! Showers has nothing covering in the front so no privacy, in entrance only 3 bathrooms no changing rooms at all and toilet is so small, you cant even move inside to change.

Staff is unpleasant and when you ask them a question you get answered in sarcasm. Owners are just standing by not caring about their customers. We went on Saturday on a month end, so expected a wonderful time. Only three of the super tubes were open. When we entered the place we asked them if everything was working, they said YES! Well NO, NOTHING WAS, they are a bunch of liars! The wave pool never came on, there was sludge at the bottom of the pool from lack of maintenance, leaves and unkempt grass. The place is untidy and disgusting, not to mention the smell in the bathrooms! I can go on and on, but I only have one thing left to say you have been warned!

Julian B: Daylight robbery

I spent close to R1000 on tickets online. Lockdown was enforced a day before we had to go and now they refuse to refund us but rather force us to rebook. Why should we be forced to attend and put the health of our family at risk? They keep telling us about their terms and conditions. Covid19 is not a norm and cant be treated as such. Im tired of them telling me they are escalating my issue and not dealing with the root problem. I want my money back.

Princess: appalling treatment at happy island

I had an incident while on one of the slides. At the end of the slide I collided with some lady.... I'm not angry that the incident happened, what saddens me is the neglect at that place, it is not safe. Should you or your child be hurt it will take them an hour to get to attend to you. Moreover, there was a life guard nearby on the other slide; instead of assisting me they pointed to the gate where the clinic was, which is far. She didnt even bother to come see how my knee was and she had a first aid kit. I spent over R10 000 on this injury and I know No one cares, but all I know is that this place is beautiful but safety is not one of their priorities whatsoever.

Kunal L.

For the price you pay it is absolutely not worth it. It is a mission to walk on their premises, the seating arrangement is all over the show, the grass has not been cut, it looks like a deserted theme park gone wrong. Yes, the slides are nice but the overall experience is terrible!

9.1 Identify the type of relationship that exists between Julian B and Happy Island Water Park. Motivate your answer. (2)

9.2 The business environment of today requires that organisations allow customer co-creation through service processes as it contributes to competitive advantage. Advise Happy Islands management on the other benefits of co-creation. (2)

9.3 Happy Island might retain Julian B if it meets the customer needs and demands. Identify and discuss the benefits of customer retention. (4)

9.4 Advise Happy Island on the most appropriate customer retention tactic it should use to retain Julian B as a customer. Motivate your answer.