Feedback

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.

How have we performed?

2014
Total
Yes Y(%)
No
N(%)
 January 36 33 92% 3 8%
 February 56 56 100% 0 0%
 March 21 20 95% 1 5%
 April 33 33 100% 0 0%
 May 20 28 90% 2 10%
 June 32 32 100% 0 0%
 July
45 45 100% 0 0%
 August
6 6 100% 0 0%
 September
24 24 100% 0 0%
 October
24 24 100% 0 0%
 November
29 29 100% 0 0%
 December
23 23 100% 0 0%
Total
349
353
98.1%
6
1.9%

 

2015
Total
Yes Y(%)
No
N(%)
 January 45 45 100 0 0
 February 58 57 98 1 2
 March 84 84 100 0 0
 April 40 39 98 1 2
 May 60 60 100 0 0
 June 31 29 94% 2 6
 July
23 23 100% 0 0
 August
24 24 100 0 0
 September
19 18 95% 1 5
 October
43 43 100% 0 0
 November
55 55 100% 0 0
 December
33 33 100% 0 0
Total
515
510
99%
5
1

 

2016
Total
Yes Y(%)
No
N(%)
 January 28 28 100% 0 0%
 February 21 21 100% 0 0%
 March 17 17 100% 0 0%
 April 46 44 96% 2 4%
 May 26 26 100% 0 0%
 June 21 21 100% 0 0%
 July
16 16 100% 0 0%
 August
27 27 100% 0 0%
 September
25 25 100% 0 0%
 October
21 19 90% 2 10%
 November
27 26 96% 1 4%
 December
33 32 96% 1 4%
Total
308
302
98.1%
6
1.8%

 

2017
Total
Yes Y(%)
No
N(%)
 January 21 21 100% 0 0%
 February 46 46 100% 0 0%
 March 24 23 96% 1 4%
 April 30 30 100% 0 0%
 May 19 19 100% 0 0%
 June 15 15 100% 0 0%
 July
         
 August
         
 September
         
 October
         
 November
         
 December
         
Total
         

Our Face to face interaction:

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.

How have we performed?

 2014 HMT MH LT
 January No results No results No results
 February 100% 75% 93%
 March 95% 77% 82%
 April 100% 82% 87%
 May
89% 88% 88%
 June
100% 72% 77%
 July
100% 82% 73%
 August
96% 96% 83%
 September
100% 95% 73%
 October
97% 86% 80%
 November
97% 86% 93%
 December
96% 89% 96%
 Total
97.3%
84.4%
84.1%

 

 2015 HMT MH LT
 January 100% 89% 77%
 February 93% 80% 91%
 March 100% 100% 83%
 April 98% 90% 100%
 May
94% 94% 85%
 June
98% 97% 87%
 July
95% 100% 89%
 August
No results No results No results
 September
93% 95% 94%
 October
No results No results No results
 November
96% 92% 91%
 December
96% 95% 97%
 Total
96.3%
93.2%
89.4%

 

 2016 HMT MH LT
 January 94% 88% 86%
 February 100% 100% 93%
 March 94% 100% 99%
 April 96% N/A 92%
 May
96% N/A 93%
 June
97% N/A 92%
 July
N/a* N/A N/a*
 August
100% N/A 95%
 September
97% N/A 99%
 October
93% N/A 84%
 November
95% N/A 91%
 December
96% N/A 100%
 Total
96.2%
96%
93.1%

 

2017 HMT MH LT
 January 97% N/A 91%
 February 95% N/A 93%
 March 96% N/A 92%
 April 92% N/A 100%
 May
95% N/A 97%
 June
  N/A  
 July
  N/A  
 August
  N/A  
 September
  N/A  
 October
  N/A  
 November
  N/A  
 December
  N/A  
 Total
  N/A  

*No individual survey results taken


Our Telephone manner

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.

Results to follow

 

You Said / We Did

A Sample of action we have taken based on your feedback:

You Said: “It would be beneficial to know show finish times to arrange transport home”
We Did:
As soon as we receive confirmed running times we add these to our website and advertise these via our social network sites.
 

You Said: “The position of the caption screens make it very difficult to watch the performance and read the captions at the same time”
We Did: 
We changed the position of our captioning screens to a more suitable location, we also hold off sale a selection of seats that offer the best possible view of those screens to offer to those who require them.
 

You Said: “your new website does not have a function to show your performances in chronological date order or search for a performance by date”
We Did: 
We reviewed the feedback and added in the function to search and list shows in chronological date order.


You Said:
“The Lemon Tree becomes very warm during a gig and can make attending performances uncomfortable”
We Did: 
The Lemon Tree now has air conditioning that can be utilised throughout a performance to make a more comfortable environment for our customers.


You Said:
I'd like to order a coffee at the theatre without having to go to the cafe'
We Did:
Sale of coffee has been reintroduced in the stalls bar at HMT.


You Said
: “Would like to be able to pay by card in bars”
We Did
: We have invested in a new till system which accepts card payments (including contactless payments) in our bar areas.

 

You Said: “Would like to have booster seats available for children”
We Did
: We now have booster seats available for young children to use throughout our performances, these can be collected from our FOH team on the day.