This element of the audit looks at aspects connected with the actual visit.

This should be seen as an opportunity to educate and reinforce best practice. It may highlight the advantage of uniform or uniforms to distinguish different responsibilities for staff. Staff operate best if a sense of ownership is fostered.

Each member of staff should be encouraged, indeed it ought to be the rule, to look for 3 opportunities a day in which to “go that extra mile” or make a visitor’s experience “magic”. It might be taking time to ask questions, offer help without being asked or to offer a small free gift to a child.

The elements of the audit will include:

Ease of arrival

The Experience of arrival

• Signage (directional / informative)
• Parking
• Distances

Staff attention

• Waiting time
• Creation of a queue
• Staff courtesy

Attention to customer

• Handling of queues
• Dealing with problem customers

Visitor Survey

• To do this or not
• If yes, what questions
• Interpretation of survey answers
• How to carry out the survey