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?
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?
*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.