ABOUT US

Improving Our Service

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

2016

To date - Overall Average Combined Score 92% [+2% Service Improvement]. Our target is 97% and we are striving to attain this very high standard by continually reviewing our service

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.

2016

Overall Percentage 97%
   
Category Scores (Good or Excellent)  
Quality of Performance Attended 97%
Programme of Events on Offer 97%
Friendliness of Staff 99%
Quality of Service Received 100%
Value for Money of tickets 96%
Ambience / Overall Experience 96%
Cleanliness of Building 99%
Quality of Food & Drink 95%

 

3. OTHER TARGETS

KPI'S

  Actual   Target
Average % attendance per show 72%   70%
Audience numbers against seats available 36,664/50,790   45,500 / 65,000
Participant numbers against places available

502/661

(76%)

 

1,000 / 1,100

(91%)

Mystery Shopping Average Score 92%   98%
% of ‘Good’ or ‘Excellent’ comments from returned comment cards 97%  

96%

700 cards returned

To deliver 20 exhibitions each year across the Gallery and Foyer

 

18  

20

 

 

Deliver Annual Craft Exhibition 1   1
Engage the community in performing and creative arts activity - Culture Night 1   1
Attract 70,000 users per annum to the venue across performance, exhibitions, participatory activities, conference and meetings. 15,382 to date   70,000

 

DIPS IN PERFORMANCE EXPLAINED

1. Participant Numbers - Feedback from customers and ticketing analysis flags up that a number of workshops have been repeated. Many workshop attenders have already completed those on offer. ACTION TAKEN: Programming meeting and marketing analysis indicates need for Advanced Skills for some workshops and sourcing of new tutors and workshop genres for Spring 2017. Workshop programme to be added to Focus Group agenda.

2. Mystery Shopping Average Score - A number of elements have contributed including 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

3. Delivery Of Exhibitions - Fewer exhibitions were delivered than planned as main gallery space closed for remedial works

4. Users - Numbers are collated at end of March 2017

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.

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 of these.
  • 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

D] Conference Enquiries

Respond to conference enquiries with 24 hours or 72 hours [weekend or bank holiday enquiries]. 2015/16 results: 89% achieved

WE WOULD ALSO APPRECIATE YOUR VIEWS ON OUR SETTING OF TARGETS. YOU CAN CONTACT US kmullan@marketplacearmagh.com

4. 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] Gallery Signage improved throughout the building, and lightboxes installed to further publicise Gallery Exhibitions

B] FOH staff fully trained in audience monitoring to alleviate ongoing problem with disruption during performances

C] FOH announcements re-recorded to address issue of photography during performances.

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