How did we do?
Rotherham Visitor Centre takes performance in the area of customer care very seriously. We assess our performance in a variety of ways.
Surveys
We carried out regular surveys among our customers between March 2006 - April 2007. These surveys give customers an opportunity to assess the Visitor Centre against a number of specific targets which are based on national performance standards.
Here are some of the key results.
|
|
Excellent in 2005 |
Excellent in 2006 |
|
Speed of service |
80% |
82% |
|
Quality of customer service |
82% |
85% |
|
Range of information |
58% |
62% |
|
Range of services available |
51% |
54% |
|
Range of goods available |
45% |
49% |
|
Quality of goods available |
52% |
56% |
|
Ease of entry into the Visitor Centre |
75% |
79% |
|
Ease of getting around the Visitor Centre |
74% |
77% |
|
Ease to finding the Visitor Centre |
67% |
70% |
|
Layout of the Visitor Centre |
65% |
67% |
|
Overall impression of the Visitor Centre |
72% |
75% |
Targets in the Customer Charter
The customer charter includes a number of specific targets to ensure we offer a prompt service. We will aim to answer enquiries professionally and courteously, committing to the following response times:
|
Telephone |
Within five rings |
|
Messages left on answer phone |
Within two working hours |
|
Emails |
Within two working hours in the visitor centre |
|
Letters |
Within five working days |
|
Fax |
Within two working hours in the visitor centre |
Mystery Shopper results to follow.
Survey feedback comments
Customers are encouraged to record their concerns about any aspects of the Visitor Centre Service. Many customers also take this opportunity to praise the service as well as make suggestions for alterations and improvements.
You asked for:
- Provide more information about Rotherham's history
- Increase the range of products on sale for children
- Increase the range of Rotherham souvenirs including the Minster
In response:
- A range of history books on Rotherham are now available
- Introducing new sales lines for children
- New extensive range of Rotherham souvenirs available to purchase
- Researching other relevant local products for sale
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