OUR CURRENT ACHIEVEMENT AGAINST TARGETS
1. Mystery Shopping – Mystery customers make a booking at our venue and attend a show to assess our customer service levels.
2022/23
Overall Average Combined Score of 92.6%. Our target is 97% and we are striving to attain this very high standard by continually reviewing our service. See tables below for breakdown of review scores.
Box Office Scores
|
Customer Service |
Box Office |
Future Shows Enquiry |
Overall Experience |
Totals |
| Overall Average |
100% |
87% |
100% |
97% |
95% |
Theatre On The Night Scores
|
Housekeeping |
Front Of House Staff |
Ticket Desk |
Bar Staff |
Overall Experience |
Totals |
| Overall Average |
92% |
84% |
95% |
91% |
92% |
91% |
2. Comment Card Scores – Comment cards are circulated to audiences at most of our shows, assessing quality, friendliness, value for money, overall experience, cleanliness and food & drink. Our target is 95% overall percentage and we are already exceeding this high level.
2022/23
| Overall Percentage |
98% |
|
|
| Category Scores (Good or Excellent) |
|
| Quality of Performance Attended |
99% |
| Quality Of Service Received |
100% |
| Value for Money of tickets |
98% |
| Cleanliness of Building |
99% |
| Bar Service |
96% |
|
|
|
|
|
|
We also circulate comment cards to conference delegates, and the scores can be found here CONFERENCE-COMMENT-CARDS-LOG-2022-23
3. Other Targets
KPI’S – 2022/23
|
Actual |
|
Target |
| Average % attendance per show |
82% |
|
70% |
| Deliver Annual Craft Exhibition |
1 |
|
1 |
| Participant numbers against places available |
855/901
(95%) |
|
1,000 / 1,100
(91%) |
| Mystery Shopping Average Score |
92.6% |
|
97% |
| % of ‘Good’ or ‘Excellent’ comments from returned comment cards |
98% – 4882 returned |
|
95% |
| To deliver 15 exhibitions each year across the Gallery and Foyer |
14 |
|
15 |
|
|
|
|
|
|
|
|
|
|
|
|
4. Customer Service Standards
A] Returning Calls
- We aim to answer your call within six rings. You will be advised of the name of the staff member dealing with your enquiry and which department you are through to.
- We have upgraded our telephone booking system. If our staff are busy on another call you can choose to either hold for the next available staff member or leave a message and we will return your call. We aim to return 95% of calls within one hour and we will measure this and publish the results here – Telephone Call Log
B] Dealing With Complaints
- We aim to acknowledge and deal with complaints as quickly as possible.
- We will acknowledge all complaints within 72 hours and aim to deal with all complaints within 10 working days.
- We aim to resolve 90% of all complaints within 10 working days and will monitor and publish the results here Customer Complaint Log 23 24
- We will ensure that you have clear information on how to make a comment, compliment or complaint and will use information from comments, compliments and and complaints to improve our services
C] Processing Tickets / Bookings
Ticket bookings [online, telephone and at the counter] will be dealt with immediately. Tickets will be posted out that day if requested
WE WOULD ALSO APPRECIATE YOUR VIEWS ON OUR SETTING OF TARGETS. YOU CAN CONTACT US AT feedback@marketplacearmagh.com
DIPS IN PERFORMANCE EXPLAINED
1. Mystery Shopping Average Score – A number of elements have contributed including staff presentation, waiting times for drinks at the bars and presentation of the outside of building. Action taken includes Franchisee ensuring extra staff are on for busy nights, more regular meetings with franchisee to raise issues, regular feedback to cleaning company and daily checks outside the building, and new corporate staff uniforms.
2. Conference Comment Card Score – Conference rooms are to shortly undergo extensive refurbishment works, which will vastly improve the fabric of the facilities, as well as the technological capabilities. On completion of these works, rooms will be fully multi-functional for a range of meetings, conferences and interactive workshops.
3. Mystery Shopping Scores – highlighted issues with external grounds maintenance, specifically at front of building. Grounds maintenance has been improved and increased monitoring of same.
4. Strong Language | Content Advisory – customer comments have highlighted on one occasion an infrequent issue with strong language | content not previously advertised. This issue has been addressed with incoming promoters to ensure the content provided contains relevant warnings.
ACTION TAKEN TO IMPROVE SERVICES
Following consultation with our customers, and in an effort to address prevalent customer concerns, the following alterations have been made to improve our services:
A] Auditorium signage introduced to address issue of photography during performances.
B] Website listings amended to include performance day as well as date.
C] Car parking map on website amended to make it more user friendly.
D] Ability to download tickets to Google / Apple Wallets introduced.
E] FOH staff fully trained in audience monitoring to alleviate ongoing problem with disruption during performances
F] Fabric of building to be upgraded in many areas, including Auditorium seating.
G] Improved and ongoing communication with bar franchisee to ensure optimum customer service from our catering partner.
H] Improved maintenance of exterior grounds of venue, and increased monitoring of same.
I] Promoters reminded about the need to issue strong language or content advisories where relevant in show publicity.
