Improvements made to service following customer suggestions

Introduced 'walking stick hire' at Southsea Centre

Produced a simple poster on display in centres telling customers about the additional infomration we have available on request

If you have any suggestions on how we could improve our service please let us know!

Improvements made to service following staff suggestions

New carrier bags are now available advertising the major events in 2005

New free map advertises our services on the reverse (previously blank)

New information card advertising our services

Improved contacts with local University by attending Fresher's Fair and International Students' Fair

new buddy scheme introduced to help with training seasonal staff.

Improvements made to service following customer complaints

We have a comprehensive complaints procedure and try to learn from complaints received by improving our service.

During 2004 we received 4 complaints regarding insufficient / incorrect information on this website. Following these, we ensured more information was made available when requested and set up a new procedure to ensure the site is regularly updated.

We received a complaint from a customer who had been booked into a smoking bedroom after asking for a non-smoking room. This complaint was raised at our staff meeting and staff were reminded to check customer requirements before finishing a booking. The customer's deposit was also refunded.

One customer complained that they had received a list of attractions at the beginning of 2004 but by the time they visited in the summer the prices had increased. Following this and at the customer's suggestion we added a disclaimer to the list stating that 'prices are correct at time of print but could be subject to change'.

PORTSMOUTH VISITOR INFORMATION SERVICE - ANNUAL REPORT 2003-4

SUCCESSES

Annual visitor survey shows record 100% of visitors are satisfied with the range of information and services we provide - highest ever recorded rate.

99% of visitors are satisfied with the standard of service received (1% increase on previous year).

New pro-active approach re. the services we provide sees an increase in sales:

- 1683 tickets for Historic Dockyard (279 sold in previous year)

- £135 profit made selling drinks and snacks in Southsea VIS - new service this year.

IMPROVEMENTS AND INNOVATIONS

Increase range of discount tickets on sale for local attractions.

Fish tank sponsored by Blue Reef Aquarium at the Hard Visitor Centre - advertises that we sell their tickets and improves ambience of Centre.

Extended Guided Tours service to include free tours of Portsmouth Guildhall twice a week.

Forged links with local community by offering tailored services to local schools, businesses and community groups. For example, staff visiting schools to talk to pupils and offer support with projects and providing local businesses with information to assist with relocation of staff.

Made improvements to entrance at Southsea Information Centre to ease accessibility for all.

Introduced children's activities during school holidays. Half-term and Easter drawing and wordsearch competitions attracted over 190 entries.

Worked closer with Conference Office to organise accommodation needs for delegates.

ENQUIRIES

	2003/4	(2002/3)
Personal callers:	125,102	(130,994)
Telephone:	49,089	(63,064)
Fax:	3,098	(1,714)
Email:	4,057	(5,241)
Post:	3,376	(3,824)
Internet:	269,220	(214,221)
Total:	453,942	(419,038)

In response to these enquiries 18,850 items of mail were despatched and 3,426 faxes sent. These figures equal 78 enquiries every hour, all year, on overall increase of 8.5% on the previous year.

Excluding Internets hits, the enquiry numbers per staff, per hour are the same as the previous year. With no major event in Portsmouth in 2003/4 (Cutty Sark Tall Ships Race in 2002) we had just over 20,000 fewer enquiries needing personal attention and ensured we had fewer staff to maintain efficiency.

FINANCE

The average cost per enquiry in 2003-2004 was 70p, an increase of 7% on the previous year. This increase was mainly due to the introduction of costs not previously paid from this budget, along with a 3% employees pay award.

The Visitor Information service generated over £208,000 of income for the local economy though accommodation bookings and ticket sales for local attractions, events and transport providers.

CUSTOMER PLEDGES

1. Ensure up to date information is available on accommodation, attractions and amenities.

- 100% of visitors surveyed were satisfied with the range of information, 84% very satisfied, an increase of 18% on previous year and highest ever recorded rate. 94% obtained the information they required.

2. Deal with you promptly, efficiently and politely.

- 99% of visitors surveyed were satisfied with the standard of service received.

3. Provide a comprehensive 24 hour telephone answering service.

- 94% of customers surveyed were satisfied with the options and information provided by the answering service. When asked for their overall opinion 97% were in favour of the system.

4. Answer your email enquiries within 24 hours.

- 100% answered within deadline.

5. Despatch information requested by post within 5 days of your initial enquiry.

- 100% of customers surveyed received a response within 5 working days. Following discussion with all staff we are changing this pledge to 3 days.

6. Provide a comprehensive accommodation reservation service.

- 100% of visitors were satisfied with the service received and the time taken to make the booking, 71% being very satisfied. 84% were able to find the accommodation they required and 100% said they would use the service again.

7. Keep you informed of what the Information Service is doing, including new services and improvements.

- Quarterly Newsletter sent to local businesses and groups. Pro-active campaign launched to inform local schools, businesses and community centre of the services we provide.

CUSTOMER FEEDBACK

During 2003-4 we received 5 complaints relating to the service we provide, brief details of these and actions/improvements made as a result are listed below:

- dissatisfied with the clarity of a saleable map - explained that we were producing a new map and sent this to the customer once available

- no show at guest house following reservation - apologised and agreed new booking terms for the establishment concerned

- Tourist Guide late to lead evening guided walk - apologised, explained that Guide had transport difficulties and arrived around 15 minutes late, refunded bus fares.

- No Visitor Information Centre in City Centre - explained Visiotr Information Service strategy around location of centres in city.

- Sale of ticket for Historic Dockyard which customer was subsequently unable to use during Festival of Christmas - apologised and improved sales letter to include details of events / times when ticket could not be used. Also added these details to e.shop.

During the same period we received 10 letters and 216 emails expressing thanks. Some extracts below:

"Many thanks for your swift and efficient service"

"Thanks for your prompt attention of my request. I have today received all the excellent brochures sent by you...Portsmouth will be on our list for a longer break"

"Congratulations you give a super service, thank you"

We also have a comments book at each Visitor Information Centre for visitors to record comments during their stay. Extracts below:

"Wonderful service, courtesy and help first class"

"Life savers - thank you"

MAY BANK HOLIDAY SURVEY 2004

Surveys were held over the May Bank Holiday and half-term week at both offices. 244 surveys were completed. Of customers surveyed 74% were visitors from outside Portsmouth and 26% local people. Due to feedback from customers last year about the survey being too long, we asked the questions about our standards on a separate survey.

Signposting and first impressions

93% of customers found the signposting to be clear and to the destination, an increase of 9% on last year. Most customers (56%) found the centres just by passing and 28% knew of their location. First impressions of the Information Centres remain high with the Hard scoring 94% and Southsea 90% 'good' or 'very good'. The 'very good' score at Southsea had increased greatly from last year but decreased slightly at the Hard.

How we compare

81% customers had visited other UK TICs/VICs and were asked to answer a series of questions about how Portsmouth compares. Most customers did not find these questions easy to answer and would only state that they found the service "the same". Next year's survey will be ammended to change this section. Of those who expressed an opinion scores were generally high for Portsmouth's Information Centres regarding buildings, information available and service available, the Hard scoring an average 95% better and Southsea and average 82% better. When asked about service received both centres scored an impressive 100% better than other UK TICs/VICs.

Information technology

Customers were asked if they would use self-service computer terminals to access Internet information if they were available. 75% stated they wouldn't use one inside but 41% would use one outside. 69% of customers had access to the Internet and of those 27% had accessed our website.

Value for money

96% of customers thought that 70p per enquiry was good value for money, a slight decrease on 97% last year.

Changes/ improvements to our service

We asked customers what they thought of having a radio playing at the Hard centre. 21% thought this was a good idea but 46% disagreed, the remaining 33% in favour but not concerned either way. Since such a large proportion are against the idea, this change will not be implemented.

Breakdown of customers

Customers were asked a monitoring question concerning their ethnicity; full results are shown in tables attached in our centres. 5% of visitors stated they had a disability and were happy that we were adressing their needs and were able to access the service.

Conclusion

Results overall were good. A slight fall in performance was probably due to the pressure the staff were under to answer a high volume of enquiries and it will be interesting to see if we can improve scores at the August Bank Holiday survey. When asked if there were any additional services we could provide, it was suggested we could provide a list of information we have available which is not on display: this suggestion has since been implemented. It was also suggested that we provide walking stick hire and again this will be implemented as soon as possible. Following customer feedback, changes need to be made to the format of the survey for next year to bring in some new questions and make the survey quicker to complete.

PORTSMOUTH VISITOR INFORMATION SERVICE- ANNUAL SURVEY REPORT 2004

Independent market researchers, asking questions as visitors left the centres at the Hard and Southsea, conducted the visitor survey. The survey was carried out over the Bank Holiday weekend and 182 visitors were surveyed.

Visitor breakdown and visit details

85% of visitors surveyed were from the UK. The 15% from overseas included visitors from the US, France, Germany, Spain and Australia. 19% of all visitors were local to Portsmouth. Most visitors (55%) were on a day trip to Portsmouth. There was a large decrease in visitors on their main holiday-9% in 2004, 38% in 2003-although the 2003 results were exceptional for that year. Among the 20% of visitors who chose 'other', reasons for their visit included attending a wedding, picking up their child, buying a house, sailing, swimming competition and to book a boat trip.

Location and opening hours

Most visitors found the VICs either by seeing them when passing (44%) or already knew of their location (25%). 97% found the locations to be convenient (71% very convenient). Most visitors were satisfied with the current opening and closing times of the VICs.

Information and services required

The most popular information request (35%) was for details of local attractions and museums, followed by places to visit nearby (21%) and special events (12%). 94% of visitors were able to obtain the information they required. Information that the service was unable to provide included a specific brochure that was out of stock, detailed information about 2005 events (not available yet) and a free map of the Isle of Wight. Two customers also stated they were unable to get information on prices for the Historic Dockyard. This is information that we do have but that needs to be made more prominent, especially at the Hard Centre. When asked for ideas on other information we could provide most suggestions were for information the service already holds but that is not on display. In order to advertise this a simple poster listing some of the other items available has been produced. 99% of visitors were satisfied with the range of information (63% very satisfied).

The most popular service (39%) was the provision of information on attractions, entertainment and events, followed by (30%) a free map or directions within the city. 99% of visitors were satisfied with the range of services available. Suggestions for additional services included a cashpoint at Southsea Centre, Internet access, left luggage facility, car hire, toilet at Southsea Centre and a café.

11% of visitors purchased a gift or souvenir, a slight increase on results in 2003 (9%). 86% of visitors were satisfied with the range of souvenirs available, a decrease on last year of 9%. As the range has not changed greatly over this period the most plausible explanation seems to be that customers' expectation is increasing. Suggestions for additional types of gift or souvenir included a Portsmouth Football Club range and snacks and drinks at the Hard Centre. These and other suggestions from this survey will be followed up as part of the VIS Customer Suggestion Scheme.

This year, for the first time in four years, 100% of visitors stated they were satisfied with the service they received, underlining the staff's commitment to providing excellent customer care. 68% stated they were 'very satisfied' a dip of 7% on last year. This was also a concern highlighted in the May Bank Holiday survey results this year when the 'very satisfied' score fell to 40%. This was felt to be due to the exceptional events surrounding the time of the survey (D-Day 60 events) and as the score has now risen to 68% this would seem to be the case. Even so, the score is less than last year and the VIS will work to ensure all staff receive update training in customer care.

4% of visitors stated that they had a disability and that our services met their needs. One person stated that we could have more information in large print but that they were very impressed with what we did have on offer compared to other Information Centres.

Standards

For the second time this year we asked visitors if they were aware of the standards we set. Only 25% were although this is an increase on last year (16%) showing that changes we made to the way we communicate our standards has helped and this needs to be continued. We asked visitors if they would complain or comment about the service and how. 81% said they would, 7% they would not and 12% were unsure. Of those that said they would a range of methods were stated including completing the feedback Form, phoning, writing, emailing and speaking to the staff or Manager. This also shows that visitors are aware of the different ways of contacting the service.

Conclusion

The survey shows excellent results with staff scoring 100% satisfaction rate for the standard of service they provide and 99% satisfaction rates with the range of information and services on offer. Merchandising showed a dip in satisfaction rate and further customer consultation will be carried out in the New Year to establish how we could better meet customers' needs.

The increase in customer suggestions and fall in 'very satisfied' scores seems to indicate an increase in customer expectations and we need to continue regular consultation to ensure that we evolve the service to meet their needs.