HOW ARE WE DOING? Here at the Town Hall we want to provide a service that is of a high quality and meets all your needs. We can only do this with your help. We would like you to spare us a few minutes to complete this survey and tell us what you think about the service you have received at the Town Hall. Through conducting surveys in our venues and on line we hope to learn more about what is important to all our current customers and potential customers.

We will treat the information you give us in the strictest confidence and will only use it for the purpose of researching customer satisfaction and preferences. Under the terms of the Data Protection Act we will not pass on any of this information to any external organisation.

Attending an Event

Q1	How often have you attended an event / performance at the Town Hall in the last 12 months? Please tick üone box only
	Haven't  been		Once or twice		3 - 4 times		5 or  more times

Q2	If you haven't been, please tell us why not?

Q3	Who do you usually attend an event / performance with?  Please tick üone all applicable boxes
		No-one		Your spouse / partner
		A friend / friends		Your child(ren)
		Your parents		Other  (please ü and write in below)

What Matters to you?

Q4	Thinking about visiting the Town Hall for a performance, how important are the following? Please tick üone box only per row
		Very Important		Quite Important		Not  very important		Not important at all		Don't Know
	Quality of performances
	Variety of performances
	Ticket Prices are value for money
	Easy ticket booking
	Comfort of seats
	Heating / ventilation in the theatre
	Quality of catering / bar facilities
	Good, accessible parking nearby

Q5	Now, thinking about good customer service, how important are each of the following? Please tick üone box only per row
		Very important		Quite Important		Not very important		Not important at all		Don't Know
	Helpfulness of Staff
	Friendliness of Staff
	That everyone is treated fairly and equally
	Staff Knowledge of the venue
	Speed of service (e.g. waiting time at reception, booking office)
	General Cleanliness of the venue
	Cleanliness of Toilets
	Accessibility for people with disabilities (disabled facilities)
	Accessibility for children and young people (appropriate facilities)

How are we doing?

Q6	Thinking about the service you received on your last visit, please tell us how satisfied you were with each of the following? Please tick üone box only per row
		Very satisfied		Satisfied		Dissatisfied		Very Dissatisfied		Don't Know
	Quality of performances
	Variety of performances
	Ticket Prices are value for money
	Easy ticket booking
	Comfort of seats
	Heating / ventilation in the theatre
	Quality of catering / bar facilities
	Good, accessible parking nearby

Q7	Now, thinking about good customer service, how satisfied are you with each of the following? Please tick üone box only per row
		Very satisfied		Satisfied		Dissatisfied		Very Dissatisfied		Don't Know
	Helpfulness of Staff
	Friendliness of Staff
	That everyone is treated fairly and equally
	Staff Knowledge of the venue
	Speed of service (e.g. waiting time at reception, booking office)
	General Cleanliness of the venue
	Cleanliness of Toilets
	Accessibility for people with disabilities (disabled facilities)
	Accessibility for children and young people (appropriate facilities)

Q8	Thinking about your answers to the above, what would encourage you to attend the Town Hall more often?

Getting in Touch

Q9	Thinking about good customer service, how satisfied are you that we achieving the following? Please tick üone box only per row
		Very satisfied		Satisfied		Dissatisfied		Very Dissatisfied		Don't Know / Not applicable
	When you contact us by telephone we answer your call within 30 seconds.
	When you write to us by letter, e-mail or fax we reply within 10 working days.
	If you have complained about the service, we have replied in 15 working days.
	We provide information in different formats (languages, Braille, audio tape, large print etc...)
	Where possible, your enquiry is answered by the 1st person you contacted at the Council.

Advertising & Other Theatres

Q10	How do you normally find out about shows you want to see? Please tick üall applicable boxes
		Local Newspaper		Radio
		National Listings		Poster / Brochure / Flyer
		Internet		Other (please ü and write in below)

Q11	What newspaper do you read? Please tick üall applicable boxes
		Leicester Mercury		Loughborough Echo
		Loughborough Mail		Nottingham Post
		Derby Telegraph		Melton Times
		The Trader		Other (please ü and write in below)

Q12	Have you visited any other Theatres / Concert Halls or Venues in the last 12 months? Please tick üone box only
		Yes (provide details below)		No

Q13	How do you think the Town Hall compares to other venues in the East Midlands?  Please tick üone box only
		Better		The Same		Worse

Overall Satisfaction

Q14	Overall, how satisfied are you that the Town Hall is good value for money?                            Please tick üone box only
	Very Satisfied		Satisfied		Dissatisfied		Very Dissatisfied

Q15	Overall, how satisfied are you that we are responsive to the needs of people visiting the Town Hall? Please tick üone box only
	Very Satisfied		Satisfied		Dissatisfied		Very Dissatisfied

Q16	Overall, how satisfied are you with the service provided at the Town Hall?                            Please tick üone box only
	Very Satisfied		Satisfied		Dissatisfied		Very Dissatisfied

Music

Q17	Have you attended a music event at the Town Hall in the last 12 months? Please tick üone box only
		Yes		No

Q18	If you haven't, please tell us why not?

Q19	Which of the following types of music would be your top three. Please tick üno more than 3 boxes.
		Jazz		Indie
		Folk		Classical
		Blues		Other (please ü and write in below)
		World

Any Other Comments

	If there is anything else you would like to say about the Town Hall and / or the questions above please write in the box below.

Tell us about yourself...

Name

Address

Postcode

Telephone No

E-Mail Address

Are you male or female?
	Male		Female

How old are you? Please tick üone box only
	Under 16		25 - 34		55 - 64
	16 - 19		35 - 44		65+
	20 - 24		45 - 54

Do you consider yourself to be disabled? Please tick üone box only
	Yes		No

How would you describe your nationality                         (e.g. Country of Birth / Origin)

To which of these groups do you consider you belong to? Please tick üone box only
	Asian / Asian British		Dual / Mixed Heritage
	Black / Black British		White / White British
	Chinese		Other

Thank you very much for taking part in this survey.

Please return it to a member of staff at the Town hall or in the FREEPOST envelope provided. If you have not received an envelope please return to:  The Box Office, Loughborough Town Hall, Market Place, Loughbrough, LE11 3EB