Only the best for our customers
Staff at Morecambe VIC
Top marks have been awarded to Lancaster City Councils two visitor information centres following a recent visit by a mystery shopper.
Top marks have been awarded to Lancaster City Council's two visitor information centres following a recent visit by a mystery shopper.
The exercise was arranged by the North West Development Agency.
At both centres the independent assessor enquired about making a hotel reservation for the evening and ideas of what to see and do during their stay. Marks were scored against the overall appearance of the centres, first impressions, displays, staff interaction and service.
Morecambe Visitor Information Centre achieved a score of 100% in all areas of customer care and out of 68 centres assessed in the north west ranked number one. The centre will now go forward to the next round which involves completing a questionnaire along with Preston and Blackburn which were given 2nd and 3rd place. The winner of the north west will go through to the National Mystery Shopper Awards.
Meanwhile, Lancaster Visitor Information Centre was awarded 100% on ‘staff interaction’ and the score given to the handling of telephone calls.
Comments from the assessor in the report included; ‘the centre was warm and welcoming’ with ‘knowledgeable, confident and enthusiastic staff’ and that they were ‘impressed with the range of accommodation on offer.’
Commenting on the good news, Heather Armstrong, Customer Service Project Manager for the council said: “'I am delighted with these results which recognise the visitor information centres team's focus on delivery of outstanding customer satisfaction. We will continue to act on visitor feedback and further improve our service."
Date Published: 21/05/10