Practice makes perfect for city attractions.


The team behind Bath & North East Somerset Council’s top heritage attractions has been awarded a prestigious accolade for Customer Service Excellence after scoring an unprecedented 10 commendations for “Best Practice”.

The assessment covered all of Heritage Services’ operations – including The Roman Baths and Pump Room, The Fashion Museum and Assembly Rooms, The Victoria Art Gallery and Bath Record Office.roman baths

The Customer Service Excellence (CSE) Standard is given by the Government as a reward for demonstrating excellent customer-focus. It was awarded to the Council’s Heritage Services Team following rigorous assessment checks of customer insight; organisational culture; information and access; service delivery, and timeliness and quality of service.

The assessment found that the Heritage Services Team continually took measures to improve its service based on customer feedback. Unannounced visits by “mystery visitors” conducted several times during the year also scored each of the sites highly for their friendliness, welcome and efficiency.

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