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Visitor Attraction/Castle/Museum/Historic House/Tour/Historic Attraction/Garden
This criteria covers castles, ancient monuments, visitor centres, museums, galleries, heritage centres, unmanned historic buildings, churches, special tours such as walking tours, steam railways, day trips, gardens, etc. plus retail outlets with major demonstrations/exhibitions.
1. Orientation
- Clarity for visitors to obtain maximum benefit
- Authenticity/accuracy of information provided
- Evidence of information being updated
- Clear/concise information on guided tours, etc., where appropriate
- Overall feeling of attraction, understanding of theme, routes, etc
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2. Layout (Not assessed for Historic Attraction/Historic House/Castle
Layout/Spaciousness (Bus/Boat Tours)
Route (Walking Tours)
- Sensible and understandable layout/route
- Clear instructions and explanations on layout
- Appropriate layout in relation to type of facility
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3. Audience level
- Presentations capable of being understood by a wide audience
- Displays cater for varying needs, e.g. Children, elderly, budget, etc
- Audiences' interest held by interpretation
- Use of foreign languages
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4. Interpretation/Information
- Clarity of displays, e.g. Easy to follow and understand
- Significance of displays, etc. made clear at outset
- Relevance and appropriateness of the interpretation within overall theme or topic
- Comprehensiveness of interpretation experienced during visit
- Information on purpose of attraction, society, etc.
- Opportunity or suggestions for follow-up information, where appropriate
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5. Presentation
- Suitability of chosen medium, e.g. Audio visual, exhibition panels, events, etc
- Maintenance of medium provided, mechanical exhibits, etc
- Technical standard of presentation, e.g. Structures, graphics, photographs, etc
- Effectiveness of design within overall building
- Quality of experience
- Effectiveness of lighting to produce quality effect
- Provision of lighting suitable for practical use
Or Experience/Expectation (Tours)
- Quality and content of experience
- Expectations met
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6. Decor/Maintenance (Attraction Area)
- Quality and condition
- Good decorative order in keeping with attraction
- General maintenance, e.g. lighting, doors, etc
- General maintenance of display areas
Or Appearance of Transport (Bus/Boat Tours)
- General maintenance/appearance of transport
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7. Attitude/Efficiency/Knowledge of Staff (Attraction Staff, excluding guides, etc)
- Warm, friendly manner, general attitude, professional style, good customer care, etc.
- Efficiency and expertise to deal effectively with questions, etc
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8. Appearance of Staff (Attraction Staff, including guides)
- Corporate clothing and name badge, where appropriate
- Staff distinguishable and suitably dressed
- Smart and presentable appearance
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9. Guides/Other Staff (Where appropriate).
- Provision of guide services
- Range of languages and communication skills
- Knowledge and quality of presentation
- Enhancement of visitors' experience
- Awareness of special needs
Or Comfort (Bus/Boat Tours)
- Quality of transport interior/fixtures & fittings (Air conditioning/sun blinds/personal lights, etc.)
- Legroom/Comfort of seating
Or Audience Management (Walking Tours)
- Co-ordination/Management of Group
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10. Internal Signing (Directional signing) (where applicable)
- Ease of use, quality, presentation, etc
- Layout of information
- Visual content awareness and language versions
- Use of corporate identity, where appropriate
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11. Balance/Mixture of Content and Facilities
- Appropriate balance of individual components in enhancing the overall visit
- Balance of individual components in relation to the overall theme/topic
Or Itinerary (Tours)
- Varied and interesting itinerary to suit the audience
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12. Cleanliness
- Litter bins and general tidiness
- Overall level of cleanliness in reception/arrival area
- Smart, tidy appearance
- High standard of housekeeping and attention to detail
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