Tourism Service Customer Standards

The Council's Tourism Service has a vision for Rotherham Tourism:

To "Maximise the social, economic and environmental regeneration of tourism within Rotherham by developing a sustainable and vibrant visitor destination".

(Source - This is an internal link icon. Rotherham Tourism Plan 2005 - 2008, page 20)

Visitor Centre/Tourist Information Centre Customer Standards

The Visitor Centre Mission Statement:

"To provide a top quality, customer focussed and accessible tourist information service to visitors and residents, striving to build the economic contribution of tourism to Rotherham's economy."

Rotherham Visitor Centre Standards Promise

Our promise to you on service

We will greet you in a polite and friendly manner, you will recognise our staff from their identity badges;
We will attend to you promptly, apologising if we have kept you waiting, and ensure that you are treated with courtesy and respect;
To provide full, clear and correct information and services tailored to the needs of visitors and residents;
We will monitor your satisfaction and tell you how we are performing, using your views to make improvements;
We will ensure that our staff are well trained, efficient and have the appropriate skills and experience in our services to meet your needs;
We will provide information on request in other formats and languages.

Minimum Standards

	Visitor Centre Standards	Council Standards
Telephone	Within 5 rings	Within 7 rings
Message left on answer machine	Within 2 working hours	Not applicable
Emails	Within 2 working hours in the visitor centre	Within 1 working day
Letters	Within 2 working days	Within 10 working days
Fax	Within 2 working hours in the visitor centre	Not applicable
Complaints	If possible sorted out on the spot	If possible sorted out on the spot
Complaints that can not be sorted out on the spot	Acknowledged within 3 working days, fully reply within 10 working days (for some specific services this may not be possible and it may be necessary to negotiate an extension with the customer)	Acknowledged within 3 working days, fully reply within 10 working days (for some specific services this may not be possible and it may be necessary to negotiate an extension with the customer)
Customers who enter the Visitor Centre	We will acknowlege you on entry. You will be asked if you require further assistance after browsing for 3 minutes.	Not applicable
Accommodation Bookings	To handle accommodation bookings within two working hours	Not applicable

How to Get In Touch

Rotherham Visitor Centre

Rotherham Visitor Centre
40 Bridgegate
Rotherham
S60 1PQ

Tel. +44 (0)1709 835904
Fax. +44(0)1709 336888
Email. tic@rotherham.gov.uk

Rotherham Tourism Service

Rotherham Tourism Services constantly strive to improve the service and experience for customers. We welcome comments, compliments and complaints which provide us with feedback on our services. Please complete the online form below and we can respond accordingly.

This is an internal link icon. Customer Comment eForm

If you would like further information on tourism developments, assistance for existing and potential new tourism businesses, tourism promotion and research, please contact;

Joanne Edley
Rotherham Tourism Service
1st Floor
40 Bridgegate
Rotherham
S60 1PQ

Tel. +44(0)1709 336891
Fax. +44(0)1709 336888
Email. tic@rotherham.gov.uk marked FAO Joanne Edley

Compliments, Comments and Complaints on the Tourism Service
October 2007 to September 2008

Compliments

Compliment / Thank you	Subject	Number of Compliments / Thank you
Walking Festival	Thank you cards / letters re the event	3
Work Experience	Thank you cards / letters re the placement	3
Assistance with other Events	Rotherham Show Rotherham Roundwalk Rother Valley Triathlon	3
International Links	Thank you re visit	1
Yorkshire Tourist Board Consultation	Thank you for returning the information required	1
Visitor Centre Staff Assistance	Helpful service / member of staff Excellent Service	5
Tourism Development	Helpful service and advice for setting up a new accommodation buisness	2
CPA Rating	Well done for all the team's hard work	1
Dearne Valley College presentation to students	Valuable information for careers advice for students	1

Comments/suggestions for improvements

Comment	Action	Number of this type of comment
Yorkshire flags available in the Visitor Centre	Gave the customer supplier contact details to purchase the flags direct.	1
Virtual tours of attractions on the web site	Investigated the possibility with Yorkshire South Tourism costs/possibility with RBT. Will possibly introduce in 2008 due to financial budgets	1
Rotherham Attractions Guide - Chesterfield not given any specific editorial.	Replied by email re the new guide and that Chesterfield Canal partnership will be involved in including editorial for the attractions guide in the future.	1
Walking Festival Heritage walks including the churches in the future	Followed up with Heritage Inspired (formerly Rotherham Churches Tourism Initiative) to be able to include the 5 & 6 Churches walks in 2008. Letter of response to the customer.	2
Rotherham Visitor Guide	Clifton Park editorial limited in the guide. Replied by letter re review of the current guide and new guide to be completed would include Clifton Park facilities.	1
Wentworth Promotions	Ideas for promoting Rotherham through the Black Diamonds book content	1
Wentworth picnic benches	Idea was not possible in Wentworth park	1

Official Complaints

No official complaints about the Tourism Service or Visitor Centre have been received between October 2007 and September 2008

Complaints on comments sheets, email or by letter regarding other service areas have been received by the Tourism Service through the Visitor Centre.