Charnwood Museum Customer Service Standards Survey Some Helpful Hints Before Starting Please read each question carefully and tick a box to indicate your answer. You only need to tick one box per question. If you would like to make any additional suggestions or comments please type them in the box provided. Once you have finished please take a minute to check you have answered all the questions that you should have answered. If you have, just click on the submit button and your response will be sent to us. If you have any queries about the questionnaire or what the information will be used for please do not hesitate to contact us at the Museum on 01509 233754 or by e-mail at consultation@charnwood.gov.uk Visiting the Museum How often do visit the Museum? Please tick üone box only   Daily At least once a Week At least once a Month Rarely First Time Never What matters to you?   Please tell us how important each of the following are by rating them out of 5                                         (please tick üone choice only per row).   1 - Not Important At All   2   3   4   5 - Very Important   Helpfulness of reception staff.           Cleanliness of Toilets.           Upkeep of site and permanent exhibitions.           Accessibility of information.           Satisfaction with Temporary Exhibitions.           Satisfaction with the Gift Shop.           High Quality Workshops and Events.           Other* (please tick üand write in below)         How are we doing? (Only answer this section if you have visited the Museum). In our Customer Charter, we have said that we aim to deliver services that are "of a good and consistent quality", "responsive to the needs and expectations of our customers", "accessible by all our customers" and "value for money".   For each of the following standards, please tell us whether or not you are satisfied that we are achieving it. (please tick üone choice only per row).   Very Satisfied   Satisfied   Dissatisfied   Very Dissatisfied   Don't Know   The site and permanent exhibitions are well kept.           Reception staff are helpful and polite.           Information is easily accessible for all.           The toilets are clean and well maintained.         Getting in Touch In our Customer Charter, we have said that when you contact the council we will aim to do the following things. For each of the following statements, please tell us whether or not you are satisfied that we are doing what we have said we will do. When you contact us by telephone we will answer your call within 30 seconds. Please tick üone box only Very Satisfied   Satisfied   Dissatisfied   Very                 Dissatisfied   Don't Know When you visit us we will acknowledge you and the reason for your visit within 3 minutes. Please tick üone box only Very Satisfied   Satisfied   Dissatisfied   Very                 Dissatisfied   Don't Know When you write to us by letter, e-mail or fax we will reply to you within 10 working days. Please tick üone box only Very Satisfied   Satisfied   Dissatisfied   Very                 Dissatisfied   Don't Know When you complain about an aspect of the service we will reply to you within 15 working days.                  Please tick üone box only Very Satisfied   Satisfied   Dissatisfied   Very                 Dissatisfied   Don't Know We will respect all customers and will always be polite, helpful and professional. Please tick üone box only Very Satisfied   Satisfied   Dissatisfied   Very                 Dissatisfied   Don't Know We will ensure all customers are treated fairly and will try to provide, wherever possible, different ways to deliver our services to meet the needs of individual customers such as different languages, Braille, audio tape, large print, or home visits. Please tick üone box only Very Satisfied   Satisfied   Dissatisfied   Very                 Dissatisfied   Don't Know We will ensure that the information you provide is treated confidentially and share that information with other services so you don't have to give us the information again. Please tick üone box only Very Satisfied   Satisfied   Dissatisfied   Very                 Dissatisfied   Don't Know We will ensure enquiries are dealt with promptly and efficiently and, wherever possible, ensure that your enquiry is dealt with by the first person you contact. Please tick üone box only Very Satisfied   Satisfied   Dissatisfied   Very                 Dissatisfied   Don't Know Any Other Comments   If there is anything else you would like to say about the Museum and / or the questions above please write in the box below. Citizens' Panel If you would like to Have Your Say about the Council and the services it provides on a more regular basis you can do so by joining the Councils' Citizens Panel. The Panel is a group of residents who are consulted on different issues via postal questionnaire, e-mail, telephone and discussion groups. If you would like an application form for the Citizens Panel or some more information please tick the box to your right and give us your contact details   Name Address Postcode Monitoring Diversity As a council we are committed to ensuring that everyone is treated fairly and has an equal opportunity to participate and have their say. By monitoring who is completing surveys we can identify where specific groups of people are not taking part and then explore why this is the case. It may be that they don't want to be involved or it might be because the way in which we work has excluded them. It can also help us to identify where certain groups are having common problems that other groups aren't having. The categories listed below are the national standard and allow us to compare our results to those of other councils across the country. Are you ..?     Male Female Your Age Do you or the person/group you are representing have any long standing illness(es), disability(ies) or infirmity(ies)? (long standing means anything that has troubled you over a period of time or that is likely to affect you over a period of time). Please tick üone box only   Yes No To which of these groups do you consider you belong to? Please tick üone box only   White British White Irish Any other White Background (ü and write in below) Mixed White & Black Caribbean Mixed White & Black African Mixed White & Asian Any other Mixed Background (ü and write in below) Chinese Black or Black British Caribbean Black or Black British African Any other Black or Black British Background (ü and write in below) Asian Indian Asian Pakistani Asian Bangladeshi Any other Asian background (ü and write in below) Other (ü and write in below) Thank you very much for taking part in this survey. The results will be analysed and used to help us to produce a number of key service standards. These will be advertised with details of how we will monitor our performance and report                  back to you.

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