Visitor Centre satisfaction 2008/09
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 May 2008 - March 2009. These surveys give customers an opportunity to assess the Visitor Centre against a number of specific targets which are based on national performance standards.
Key results
| Excellent in 2006 - 07 |
Excellent in 2007 - 08 |
Excellent in 2008 - 09 |
Good in 2008 - 09 |
|
|---|---|---|---|---|
| Speed of service | 82% | 80% | 75% | 18% |
| Quality of customer service | 85% | 81% | 75% | 19% |
| Range of information | 62% | 64% | 57% | 33% |
| Range of services available | 54% | 60% | 51% | 36% |
| Range of goods available | 49% | 53% | 45% | 36% |
| Quality of goods available | 56% | 57% | 46% | 37% |
| Ease of entry into the Visitor Centre | 79% | 76% | 65% | 23% |
| Ease of getting around the Visitor Centre | 77% | 77% | 63% | 23% |
| Ease to finding the Visitor Centre | 70% | 52% | 60% | 26% |
| Layout of the Visitor Centre | 67% | 58% | 57% | 29% |
| Overall impression of the Visitor Centre | 75% | 62% | 62% | 26% |
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:
| Channel | Target |
|---|---|
| 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 |
Survey feedback comments 2008 - 2009
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:
- More Yorkshire Day promotional activity
- Souvenirs that are suitable for posting or to be taken in luggage abroad for friends/relatives
- More local products
- More local history groups
- Rotherham Rugby items
- Gifts suitable for men
In response we have the following action plan for 2009/10
- We are investigating how we can further improve the promotional activity for Yorkshire Day
- We are looking at the range of souvenirs we stock and identifying new merchandise that is more suitable for posting and taking abroad
- We are investigating local products and identifying new merchandise for sale in the Visitors Centre