Local company Aberdeen Performing Arts (APA), which operates His Majesty’s Theatre, Music Hall and Lemon Tree, has successfully retained a national award for customer excellence.
After an company-wide assessment, APA successfully retained the government’s Customer Service Excellence award - previously called Charter Mark.
Charter Mark was first awarded to the company in 2000 and has been renewed every year since. The name of the Cabinet Office award was changed to Customer Service Excellence (CSE) in 2009.
APA is one of only two arts organizations in the UK to hold the award.
“This is an outstanding achievement and a credit to the hard work and commitment of our staff,” said APA acting chief executive Kathleen Scott.
“The assessor was very impressed on the overall level of customer service he observed within APA and was especially complimentary of our staff in all areas of service delivery.
“APA is one of only two organisations from the 150 he has assessed over the past year to achieve the level of ‘compliance plus’.”
In addition to the annual assessment, part of the CSE process includes survey of 100 customers at each venue every month on issues like the quality of performance, accessibility, complaints procedures, comfort, seating, prices and even ice-creams.
Customer Service Excellence was developed by the UK government as a practical tool for driving customer-focused change within organisations for efficient, effective, excellent, equitable and empowering service.
There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.