Customers give APA an excellent pat on the back

Customers give APA an excellent pat on the back

Local theatre, concert and gig-goers have given Aberdeen Performing Arts (APA) a standing ovation for customer excellence.

For in their monthly customer service surveys, the city arts company scored 100 per cent as good, very good, and excellent for their overall performance, and nothing in the fair or poor sections.

APA is one of only two arts organisations in the UK to hold the government’s Customer Service Excellence award - previously called Charter Mark.

Charter Mark was first awarded to the company, which operates His Majesty’s Theatre, the Music Hall and the Lemon Tree, 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.

As part of the CSE process, 100 customers at each venue are surveyed every month on issues like the quality of performance, accessibility, complaints procedures, comfort, seating, prices and even ice-creams.

“The ratings in our customer surveys have been steadily improving over a number of years as we have systematically improved our service and addressed issues raised by our customers,” said APA chief executive Duncan Hendry.

“We have a robust complaints process in place as well as a monthly survey of customer satisfaction ratings and responding to the matters raised has enabled us to achieve these outstanding satisfaction ratings.

“We are very pleased that the people most important to us - our customers - appreciate the efforts we make to make their visit to one of our venues a happy and memorable one."

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.

Posted on Thursday 01 March

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