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Benchmarking

Our customer service aim is to be up there with the 'best in class' and to be able to assess how we are doing we benchmark our performance against external organisations and venues of a similar nature.

We also seek to publish the results of this benchmarking here on our website.

  LISBURN BIRMINGHAM BELFAST MARKET PLACE THEATRE, ARMAGH
CRITERIA        
Ask for customer views Y   Y   Y   Y  
Easy To Contact and answer queries quickly and efficiently Y Y   Y   Y  
Provide Clear and relevant information Y   N Y   Y  
Provide Effective Complaints Service Y   Y   Y   Y  
Monitor Performance against standards Y   Y   Y   N
Undertake regular reviews of service Y   N Y   N
Publish Results Of Standards Online N Y   N Y  

AREAS WHERE WE NEED TO IMPROVE BENCHMARKED AGAINST SIMILAR VENUES

1. Monitor Performance Against Standards – The Market Place has introduced a full set of customer service standards which are published online. We intend to monitor our performance going forward against these standards

2. Undertake Regular Reviews Of Service – Our established Customer Care Team [made up of representatives from our box office team, front-of-house team, duty officers and marketing team]

3. Armagh City, Banbridge & Craigavon Borough Council has set up a Customer Care Project Team. The team is looking at benchmarking as a key area going forward to assess where the organisation sits against best practice and best-in-class similar organisations.

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