Did you know Aberdeen Performing Arts was the first and remains the only arts organisation in Scotland to have the Customer Service Excellence award?


The APA Way

Our Customer Service Standards
We don’t just want to be good. We want to be great. In fact we want to leave the world a better place. That’s how ambitious we are.

 

Mission
Creating a SPARK

Vision
A vibrant, sector leading cultural hub at the heart of city life inspiring, exploring and engaging through live performance and creative project

Values
Bring a bit of SPARK to the job:

                                        ReSilience
                                          OPtimism
                                       LoyAlty
                                        CuRiosity
                              TeamworK

Our Customer Commitment

The team at APA wants to provide a friendly welcoming atmosphere to all of our customers; a smile goes a long way. We respect our customer’s point of view and listen and help where we can. We ensure we know our product so we can advise our customers wherever possible in a fair, friendly and understanding manner. We want to all our customers to remember our service long after their visit.

We will

  • Continuously review our service in order to improve it
  • Respond to all feedback with improvements to our service in a timely manner
  • Survey a sample of customers monthly to gauge how we are performing
  • Publish our results and set them against targets

Our Customers

Our Customers include all visitors to our venues whether attending a performance or event, enjoying refreshment in our bars, café or restaurant, performing on our stage, putting on a production or a fellow colleague working alongside us. All customers deserve a smile and acknowledgment and to be treated with equal respect, listened to and responded to in a manner which is polite, helpful and timely.


The Standards

What you can expect from us:
 

Feedback

We appreciate all forms of customer feedback and use this to continuously improve our service. We aim to respond to our customers in a considered, fair and timely manner. Click here to view our Customer Service Feedback results.

Feedback can be made in a variety of ways:

  • Face to Face/telephone: Our staff will log all comments and pass these to the relevant department to action/reply
  • Feedback forms: Customers may complete a feedback form and hand to a member of staff or send to the freepost address on the form
  • In writing: please send to Lynn Hackett, Customer Service Manager, Music Hall, Union Street, AB10 1QS
  • By Email: please email feedback@aberdeenperformingarts.com

Our commitment: We aim to respond to all customer feedback within 5 working days, or will acknowledge within 3 days and give a full response within 14 days.

How we measure this: All Customer feedback is logged for review along with dates, any feedback not responded to within our committed timescales is flagged and these results are published.

Our Face to face interaction

  • We aim to greet or acknowledge all customers as soon as they enter the building
  • We will interact with our customers in a friendly, helpful, respectful manner
  • We will make our customers feel welcome and find out what we can do to help
  • We will answer queries as quickly as possible, if we need to consult with someone else we will advise how and when we will come back

How we measure this: We survey 100 visitors to our each of our venues on a monthly basis and publish these results. We aim to have 93% of our customers surveyed to class the service received as either Excellent or Very good.

Our Telephone manner

Our box office lines for purchasing tickets are open 9.30am to 6pm Monday to Saturday.

For general enquiries please contact Alison Polson Customer Service Coordinator on 01224 337612. This phone is manned Monday – Friday 9am – 5pm, outwith this time a message should be left and someone will reply as soon as possible.

A list of our staff with direct line numbers is available from the Who’s Who section on our website.

We will answer the phone in a polite professional manner, we aim to answer our phones within 10 rings, and if you are placed in a queue we will keep you informed throughout the call with your place in queue.

If we are unable to answer any queries we will either take a note of your number and query and get back to you along with an estimated time for reply or transfer you to someone else to assist.

How we measure this: We log calls coming through – call not answered within the specified time period this is highlighted immediately to the Box Office Supervisor. This is then recorded and results published on a monthly basis.

Our email correspondence

A list of our staff with e mail addresses is available from the Who’s Who section of our website. All emails will be responded to within 5 working days or acknowledged within 3 days with a full response in 14 days. If your email is being sent to another staff member to assist we will contact you to advise who the email has been forwarded too. All emails will be sent will have our standard APA signature at the bottom of email with staff name and contact details.

Our written correspondence

We will respond to all letters within 5 working days or acknowledged within 3 days with a full response in 14 days, all letters will be sent using our official APA headed paper

Our Environmental contribution

APA cares about the environment we are committed to being as green as we possibly can be, we continuously review our procedures to find the most environmentally friendly way of doing things.


General information

 

Accessibility

Click here for further information on Aberdeen Performing Art's commitment to accessibility

Standing shows at The Lemon Tree: If a performance is sold as fully standing we will always have a limited amount of loose seating available, we are unable to reserve these and they are given out on a first come first serve basis, if you require a seat but have been unable to get one please speak to our Duty Manager who will assist providing this can be done within our Health and safety guidelines.

Standing area in Music Hall: we sell a mix of seating (in our balcony area) and standing (in stalls) while we do not currently have lift access to our balcony area for all standing shows we have a platform in the standing area, priority for this is set aside for those in wheelchairs, if you require use of this area please speak to a member of staff on duty.